Workforce Planning Specialist

At CPM, we create and deliver insight sales, marketing and customer experience strategies, wherever and whenever our clients, customers and shoppers can be influenced.

Today, CPM leads a diverse and inclusive working environment employing over 3000 people, delivering high end customer experience solutions across 71 markets in over 26 different languages.

We’re People People.

We understand what makes people tick. We also know that talented people, expertly trained and happy at work, do brilliant work for our clients every day.

Job Summary:

The Planning Specialist is responsible for schedule creation and planning for all our teams on the Dyson campaign. You will plan across multiple sites and countries with intraday requirements and rotating patterns to ensure cover Monday-Sunday support. This role is also responsible for creating a robust short-, medium- and long-term forecast for all our channels on the campaign, while working in partnership with the Client.

What you will achieve:

▪ Work with the Planning Manager on weekly, monthly, yearly staffing plans

▪ Deliver an annual, quarterly and monthly forecast in line with budget refreshes and in partnership with the Client.

▪ Develop schedules that effectively deliver staffing levels based on the Intraday requirements and that consistently achieve service level commitments

▪ Manage non-productive time requests ensuring planning and that impacting coverage and SLAs

▪ Perform ongoing analysis of current staffing on a skill level to ensure coverage for all supports individually

▪ Acting as a contact person for all questions on aspects of workforce planning and scheduling

▪ Responsible for tracking and analysing shrinkage, turnover and attrition on a weekly/monthly/quarterly and yearly basis

▪ Planning time off requirements per each specific support on a daily, weekly, monthly and yearly basis and based to the legal requirements of country of each site

▪ In charge of time-off request validation within the legal requirement and company’s policy and expectations

▪ Work with the Planning Manager to ensure all client and internal requests are managed and delivered in line with agreed timescales

▪ Identifying best practice planning and forecasting from external bodies and resources and implement this to your approach

▪ Working with the RTA team to identify efficiency opportunities and better ways of working

What we look for:

▪ Proven past working experience in a call center planning team

▪ Living in the province of Barcelona (this is a hybrid position)

▪ Advanced level of English language (spoken and written)

▪ EU citizen or valid work permit for Spain, you already have the NIE, Spanish social security number and a Spanish bank account

▪ The ability to develop strong relationships with all internal departments and cross-functional teams.

▪ To proactively drive client engagement and collaboration

▪ Able to communicate effectively with people at all levels

▪ Able to operate effectively in Excel, PowerPoint & Word

▪ SME on relevant labour rules/guidelines and best practices regarding working time distribution and time off

▪ Solid organizational skills including attention to detail and multi-tasking skills

▪ Be enthusiastic and positive and to love working in/with teams

▪ Experience with GeneSys, Injixo, Calabrio, Amazon Connect and other WFM tools