Workforce Management Regional Scheduling Lead, North

il y a 7 jours

Luxembourg Wolt Temps plein

Support

Luxembourg, Luxembourg

Full-time

As a **Regional Scheduling Lead**in our Workforce Management (WFM) team, you will lead a group of 5-8 schedulers managing routines across 6-9 countries. Your role is pivotal in creating efficient, accurate schedules that balance operational goals. Collaborating with the Global Scheduling Lead and partnering with Planning and Intraday teams, you will ensure alignment across functions while serving as a key escalation point for complex challenges.

In this position, you will refine scheduling practices, develop mid-term forecast models, and generate actionable insights from data. By simplifying processes, driving automation, and fostering continuous improvement, you will optimize scheduling accuracy and enhance service levels. Your work will ensure smooth operations, enabling our teams to meet organizational and customer needs effectively.

Your mission:

- Work with your countries and Regional counterparts to optimise our service delivery for our customers no matter where they are;
- Grow and level up your team, supporting their development through the WFM Career map and beyond;
- Set the scheduling strategy for the upcoming 3 months and work with our internal, shared services and outsourced teams to deliver this;
- Build scalable scheduling routines, identify and highlight replication opportunities for global consistency;
- Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times;
- Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being;
- Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times);
- Co-own quarterly OKR target-setting with your fellow leads;
- Build smaller-scale forecasts to support exceptional events, such as incidents.

**Our humble expectations**:

- You’re experienced as a people lead - you have at least 1 years of experience leading teams and/or 1 year in a Workforce Management role.
- You’ll have created schedules in a contact centre environment in your prior roles.
- You have a strong understanding of Workforce Management. You have experience in forecasting (including knowledge of different forecasting models), capacity planning, scheduling and real-time management.
- You’re an independent problem solver. You’re able to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
- You’re a self-starter - you have a proven track record of taking ownership and creatively solving problems, while improving efficiency.
- You feel confident in stakeholder management - you’re able to connect and maintain relationships with various internal teams.
- You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances.
- You are strategic and data driven - you think strategically and are able to translate strategy into operational plans, you analyse and interpret data. You have worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced

**Next steps**:
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then and get the conversation going

Laura Ilioaea - Talent Acquisition Partner

  • Workforce Management Planner

    il y a 6 jours

    Luxembourg Wolt Temps plein

    **Company Description** Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and...

  • St Planner, St Scheduling

    il y a 2 jours

    Luxembourg Amazon EU Sarl - A84 Temps plein

    Bachelor's or Master's degree in Supply Chain Management, Economics, Engineering or a related field obtained less than 2 years ago. Technical expertise of working within a planning function in a complex environment. Experience interacting and driving results with across various teams in the organization. Fluency in communication. Proficiency in MS Office,...

  • Directeur Régional/directrice Régionale

    il y a 7 jours

    Luxembourg New Yorker Belgie Temps plein

    **"Dress for the moment" **est plus qu'un slogan pour nous. **New Yorker** révolutionne la mode en la rendant accessible à tous, à chaque occasion, grâce à sa large gamme de produits. Tu cherches à intégrer une entreprise en expansion et dynamique dans laquelle tu peux faire la différence chaque jour ? Avec de belles opportunités de carrière et...

  • Regional Sales Director

    il y a 5 jours

    Luxembourg Springer Capital Temps plein

    Location: Remote **Salary**: €200,000 Job Overview: Key Responsibilities: - Manage and lead sales activities across a designated region in Europe. - Develop and execute sales strategies tailored to regional market dynamics. - Build and strengthen relationships with dealership partners to drive performance. - Monitor sales data, forecast trends, and...

  • Regional Account Manager

    il y a 2 semaines

    Luxembourg Trend Micro Temps plein

    Discover Trend - Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks,...

  • Regional Financial Controller

    il y a 4 jours

    Luxembourg FE fundinfo Temps plein

    FE fundinfo is a global leader in investment fund data and technology. We are proud of our vast, diverse, and highly skilled team, who help to make our industry Better Connected and Better Informed. We are currently recruiting for a **Regional Financial Controller **to join our team in **Luxemburg.** Our Finance, Legal & Business Intelligence function is...

  • Regional Sales Manager

    il y a 3 jours

    Luxembourg GROUPE VERTICO Temps plein

    Description Panelux S.A. (Groupe Vertico) est une entreprise familiale spécialisée dans la production de produits de boulangerie, pâtisserie et viennoiserie frais pour le Luxembourg et la grande région, ainsi que des produits surgelés pour le marché international. La société est reconnue sur le marché pour la qualité de ses produits et sa volonté...

  • Regional Indirect Commodity Manager

    il y a 2 semaines

    Luxembourg Gates Corporation Temps plein

    REGIONAL INDIRECT COMMODITY MANAGER EMEA Are you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you. We know that's trying to fancy the terminologythink belts and hoses. Found in motorcycles, conveyer belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers...

  • HR Regional Partner

    il y a 7 jours

    Luxembourg Amazon Europe Core Sarl Temps plein

    Master's degree or higher, in Human Resources or related field - Relevant years of Human Resources experience - Strong HR acumen, including strong problem-solving skills, critical thinking and analysis - Knowledge of French Employment Law (including works council management) and BENELUX Employment Law - Fluency in both French and English language -...

  • Hard Services Manager

    il y a 2 semaines

    Luxembourg Findel Airport JLL Temps plein

    JLL supports the Whole You, personally and professionally. We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 92,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a...