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We are looking for aWFM Specialistto 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 youre ready to soar were ready to take you there
Why eDreams ODIGEO
Join the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe
20 million customers 44 markets 5 brands 65M members in Prime
162 million bookings FY23 More than 50000 bookings per day 100 million daily user searches
8 Billion ML predictions per day Up to 18 billion daily AI predictions
1400 employees More than 50 different nationalities 99 permanent contracts 363 average age
Were a leading travel tech company revolutionizing the travel booking experience through our consumer insight innovative technology market leadership and Prime the worlds first travel subscription program
What you will do:
The Roles Key Responsibilities and Tasks
As an eDOer you will have clear objectives great challenges and a clear overview of how your work contributes to the global company project and its customers As WFM Specialist in the CX team you will be in charge of:
1. Coordinate the capacity of our outsourced centres optimising the performance of the centres and ensuring our partners to do the Best RTM
2. Maintain the KPIs on a real time basis
3. The collection analysis and reporting on performance statistics to drive operational efficiencies and proactive responsiveness
4. Perform root cause analysis and implement preventive amp; corrective actions to address any issues related to performance of key performance indicators such as volume forecasting and staffing patterns
5. Participate at review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service
6. Articulate historical and realtime 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 timebound recovery and improvement plans
7. all the previous insights to achieve forecast accuracy
8. What you need to succeed:
Job Requirements
Bring your unique perspective speak up and offer disruptive solutions Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed:
12 years of experience in Contact Center WorkForce activities: Retal Time or ForecastingGood communication skills with an ability to synthesise issues and present to senior audiencesGood knowledge of Microsoft Excel and Google sheets pivot tables advanced formulaeGood analytical skills and a passion for data driven decisionResults orientation with a focus on delivering continuous and measurable improvementsEffective decision making planning and organisational skillsKnowledge of industry leading tools to plan and manage call centre capacity; knowledge of the Genesys Cloud platform is a plusPrevious experience with outsourced call centre operations is preferredPrevious 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 otherAIpowered coding assistantsExperimentation Mindset: Curiosity and eagerness to explore experiment with and integrate emerging AIdriven solutions into software development workflowsAIEnhanced Problem Solving: Ability to effectively leverage AI tools to debug code streamline development processes and enhance productivityAdaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilitiesCollaboration with AI: Experience or interest in collaborating closely with AI tools as pair programmers to complement traditional software development practices
Whats in it for you?
The best talent deserves the best benefits
At eDO we want you to be a part of our success story and great culture
Heres what we offer:
A rewarding Compensation package Prime Plus membership Competitive salary and benefits package birthday day off discounts and partnershipsYour Wellbeing is our Priority Embrace Freedom and Flexibility At eDO we value flexibility employee care and transparency We offer a hybrid homeoffice model focused on outcome not timeinseat Youll be able to find the right workpersonal life balance that suits you bestWork hard party hard We believe in having fun and connecting with colleagues Join eDO for afterwork 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 officesEnjoy a dynamic and healthy environment Be innovative take risks and share your ideas Our diverse and openminded teams support high performance learning and growth Youll work in an Agile Mindset environment with recognition at our core
Wanna take a peek into what its like to work at eDO? Follow us on LinkedIn and discover more about life at eDO If you are ready for a career opportunity with unmatched benefits continuous learning and a supportive worklife balance look no further Take your career to new destinations by applying now and help our diverse inclusive and passionate team shape the future of travel
Apply now