Workforce Management Specialist

3 months ago

Edinburgh, United Kingdom Trip.com Full time

**About Us**

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

**Introduction**

The standard working pattern will be 37.5 hours per week. You will work shifts on a rotation basis from Monday to Friday between 7am and 8pm. The rota will be confirmed one month in advance.

**Key Roles and Responsibilities**
- Support to achieve service level and efficiency targets from Work Force Management perspective
- Real-time monitoring of service level and providing suggestions to service team
- Drive day to day activities to ensure the demand, resource and real time management is effective
- Work closely with team leaders to constantly monitor staff movements in line upon forecast plan
- Implement improvement measures to ensure SLAs are well met
- Creating weekly and monthly shift patterns, to support both business and employee needs

**Qualifications**
- At least 1 year of team management experience is essential, within call centre is preferred but not necessary;
- Workforce management in call centre is preferred but not necessary;
- Fluent in English;
- Experience working with numbers and data;
- Attention to detail and an analytical approach;
- Good communication skills to build up effective collaboration (both here in EDI, and across our global sites);
- Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation;
- Ability to work under pressure;
- Proactive and self-motivated;
- Strong time management skills, and the ability to meet deadlines.

**What’s more?**
- Extensive learning opportunities and resources to further your career
- 32 days holidays (including 8 bank holidays)
- An Employee referral program that rewards you for inviting friends to come to work with us
- Enhanced family friendly policies to support your family whatever the circumstances
- Life assurance to give you peace of mind
- Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
- Team building activities to encourage a sense of fun and belonging
- We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site

Have a good trip, and see you soon

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