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At Freenow, we empower smarter mobility decisions, helping people move freely and cities to thrive.We are looking for an experienced Workforce Management Manager to own and drive the Workforce Management strategy.&nbsp;Reporting to the Head of Passenger and Driver Care, you will oversee precise forecasting and capacity planning for all Customer Care volumes, ensuring optimal staffing and efficiency. You will be instrumental in developing and delivering high-impact reporting, serving as the primary Subject Matter Expert (POC) for PDC partners, and leading all critical WFM management reviews. Furthermore, you will manage and mentor the WFM team as it expands.YOUR DAILY ADVENTURES WILL INCLUDE:<ul><li>Forecasting: Generate precise forecasts for PDC volumes by analyzing historical data, identifying trends, and accounting for seasonality.</li><li>Capacity Planning: Estimate future capacity needs and implement strategies to ensure optimal staffing levels for PDC requirements while maintaining cost control.</li><li>Scheduling: Develop efficient agent schedules and continuously refine them to balance operational needs with agent preferences.</li><li>Real-Time Management: Proactively monitor real-time and intraday volumes and collaborate with the PDC management team to make necessary adjustments.</li><li>Reporting &amp; Analytics: Create easily digestible reports for PDC management, delivering actionable insights into performance and all key WFM metrics.</li><li>Stakeholder Collaboration: Partner closely with PDC management, Operations, Data Analytics, HR, and external partners to achieve the best possible outcomes for all WFM-impacting topics.</li><li>Internal Communication: Share key WFM insights regularly (weekly), convey important information, and recommend or negotiate changes with internal teams.</li><li>External Influence: Communicate PDC requirements (daily, weekly, monthly) to external partners, positively influencing outcomes and negotiating changes as needed.</li></ul>TO BE SUCCESSFUL IN THIS ROLE:<ul><li>5 + years of experience in Workforce Management in a contact center, BPO, logistics, or similar high-volume operational environment.</li><li>High proficiency in industry-leading WFM tools, such as Tymeshift, Aspect, NICE, or equivalents.</li><li>High proficiency in data manipulation and reporting using tools like Excel, Tableau, Metabase, SQL, BI, or equivalent platforms.</li><li>Strong understanding of contact center metrics, technologies, and operational best practices.</li><li>Highly analytical capacity to identify trends, interpret complex data sets, and translate analysis into actionable business strategies.</li><li>Proven expertise in forecasting and statistical methodologies.</li><li>Demonstrated ability to work with, influence, and effectively collaborate with internal and external stakeholders across various functions.</li><li>Fluent in English and proficiency in other languages is a significant plus.</li></ul>&nbsp;BENEFITS &amp; PERKS IN A NUTSHELL:<ul><li>Hybrid working models</li></ul><ul><li>LinkedIn Learning</li></ul><ul><li>Sabbatical &amp; special leave policies</li></ul><ul><li>WeRoad partnership</li></ul><ul><li>Birthday, 24th + 31st December off</li></ul><ul><li>Short term EU work policy</li></ul><ul><li>Mobility budget for Freenow App</li></ul><ul><li>Health Insurance&nbsp;</li></ul><ul><li>Employee assistance program</li></ul>&nbsp;Plus more local benefits depending on your work location!

Workforce Management (WFM) Manager - Athens

M&amp;S is changing, and it's changing fast. We are working hard to ensure our store estate is fit for the future, that will offer our customers a new and innovative shopping experience, whilst maintaining the traditional&nbsp;M&amp;S values our customers love.&nbsp;Our role is to make sure we attract the very best talent to our business and provide a really great place to work so our colleagues can reach their full potential. After all, it's our people who make us who we are. M&amp;S is going through rapid change, and here in HR we’re planning for the future in a big way! With the People Agenda at the heart of it all, now is our time to really make an impact. Think you can rise to the challenge?As HR Business Partner you will play a significant role in this tranformation journey by&nbsp;ensuring&nbsp;&nbsp;that the HR Strategy for retail is in place to help the business deliver the desired results, providing support and leadership on the people aspects of business plans and provide input on people and organizational issues, driving implementation of all HR policies and practices and strengthen employees, leading the talent development and succession planning for Retail, enabling leaders to unlock the power of retail employees by having the best talent, leaders, environment and culture to drive growth.Your key accountabilities will include:Key accountabilities and measures·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Driving implementation of the HR Plan·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Follow up on store staffing on a regular basis and ensure staffing capacity is fulfilled·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Drive recruitment for all store-based roles·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Contribute to the design of the HR plan·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Work closely with the Comp &amp; Ben Manager throughout business planning and forecast updates·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Drive change through digital solutions·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Driving implementation of HR systems and policies·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Conduct regular store visits according to the relevant visits plan·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Drive the performance management process for all retail colleagues·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Drive and coordinate the talent review and succession planning processes for Retail·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Work closely with the Comp &amp; Ben Manager to deliver the annual pay review process·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Secure the objective implementation of all HR policies·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Work with Comp &amp; Ben Manager to ensure legal compliance in handling any employee relations issues·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Assist and contribute to the maintenance of the HRMS·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Using people MI and data·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Capability development·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Advise, challenge and support managers in their role on people-related processes·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Organise and ensure that all Performance Management processes are in place·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Participate in Performance Management trainings·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Ensure that ER in stores are being handled timely, legally and effectively.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Builds core capability through talent planning, succession plans &amp; development interventions·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Support learning and development·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Strengthen employee engagement·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Cooperate with the HR team in order to utilize the full range of talent sourcing tools·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Agree and maintain stretching targets in line with the Business Plan objectives·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Own your part in a committed team who feel fully engaged, supported and recognized for their contribution·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Take ownership for own development&nbsp;What We Offer:<ul><li>Opportunities for professional development &amp; career advancement.</li><li>Private Health Insurance</li><li>Employee Assistance Program</li><li>Corporate mobile phone subscription</li><li>Discount on the products of our company</li><li>Bonus scheme</li></ul>We are looking for people&nbsp;who are not only ambitious for themselves, but for the business and their colleagues.Job requirementsAbout youEducation and Work Experience<ul><li>Graduate (Bachelor / MSc) in Business Administration or similar degree</li><li>Excellent command of the English language</li><li>3 years minimum experience in leading a team</li><li>Proven experience of 4-6 years in full life cycle of employee</li><li>Labour law knowledge</li><li>MS Office – excellent command of Excel and Powerpoint , Power BI</li><li>HRMS previous experience will&nbsp; be considered an asset</li></ul>Key skills·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Effective business partnering demonstrating the right level of challenge and influence to drive results·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Is relevant and innovative in their HR expertise through keeping abreast of HR trends and practices·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Experienced in HR practice, reward practice and employment law·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Commercial acumen and understanding of the operational levers which drive success in the organisation·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Understands and can influence the levers to effectively deliver organisational change (structure and culture)·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Ability to work at pace and with agility·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Strong analytical &amp; syntheses skills to use data to identify trends and to influence and drive corrective action·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Excellent communication, stakeholder management and organisational skills·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Strong coaching and mentoring skills·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Proactiveness·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Customer orientation·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Facilitation skills

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workforce management (wfm) manager - athens

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