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WFM Specialist - Temporary (Hybrid Model)
As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!
We are looking for a WFM Specialist to cover a temporary replacement to join our Customer Experience Team and our global workforce management function, to ensure we deliver a best in class performance from our outsourced centers. Your main role as WFM Specialist will be responsible for creating world class processes for forecasting, capacity planning and real time management. You will be helping us build and execute on our strategic vision to deliver a world class experience for our 18+ million customers. If you're ready to soar, we're ready to take you there.
Why eDreams ODIGEO
Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.
* 20 million customers – 44 markets – 5 brands – 6.5M members in Prime
* 16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches
* 8 Billion ML predictions per day - Up to 1.8 billion daily AI predictions
* 1400 employees – More than 50 different nationalities - 99% permanent contracts - 36.3 average age
* We're a leading travel tech company, revolutionizing the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.
What you will do
The Role's Key Responsibilities and Tasks
* Coordinate the capacity of our outsourced centres optimizing the performance of the centres and ensuring our partners to do the Best RTM.
* Maintain the KPIs on a real time basis.
* The collection, analysis, and reporting on performance statistics to drive operational efficiencies and proactive responsiveness.
* Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.
* Participate at review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service.
* Articulate historical and real-time delivery of key metrics against demand forecasts and supply projection. Understand reasoning for any variance to the plan using both data and collaborating with stakeholders. Agree actionable and time-bound recovery and improvement plans.
* Apply all the previous insights to achieve forecast accuracy.
What you need to succeed
Job Requirements
* 1-2 years of experience in Contact Center Workforce activities: Real Time or Forecasting.
* Good communication skills with an ability to synthesise issues and present to senior audiences.
* Good knowledge of Microsoft Excel and Google sheets (pivot tables, advanced formulae)
* Good analytical skills and a passion for data driven decision
* Results orientation with a focus on delivering continuous and measurable improvements
* Effective decision making, planning and organisational skills
* Knowledge of industry leading tools to plan and manage call centre capacity; knowledge of the Genesys Cloud platform is a plus.
* Previous experience with outsourced call centre operations is preferred
* Previous experience in Travel is a plus
Preferred Qualifications
* Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as GitHub Copilot, ChatGPT, or other AI-powered coding assistants.
* Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI-driven solutions into software development workflows.
* AI-Enhanced Problem Solving: Ability to effectively leverage AI tools to debug code, streamline development processes, and enhance productivity.
* Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.
* Collaboration with AI: Experience or interest in collaborating closely with AI tools as “pair programmers” to complement traditional software development practices.
What’s in it for you
The best talent deserves the best benefits.
* A rewarding Compensation package! 💥 Prime Plus membership, Competitive salary and benefits package, birthday day off, discounts and partnerships.
* Your Well-being is our Priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.
* Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
* Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile Mindset environment with recognition at our core.
Apply now
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.
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