Regional workforce management specialist


As a Regional Workforce Management Specialist you will be responsible for maximizing the performance levels within the Service Desk teams and ensuring an optimized support coverage for their area.

What you will do:

• Managing the regional workforce by forecasting contact volumes and accordingly manage and coordinate shifts for the region to the optimal level
• Absence management (holiday, sickness, trainings, etc.)
• WFM tool level 1 support and management
• KPIs and adherence targets setup and management
• Scheduling and shift patterns management and setup (e.g. legal requirements, operational requirements, trainings, etc.)
• Performance and adherence monitoring
• Monitoring of schedule adherence and taking appropriate corrective actions
• Weekly / monthly adherence reports and inputs for CI
• Performance management reports and data input to Team Leaders and Service Leads (WFM, Data Analysis, Service Delivery)

You should have:

• Proactivity and ability to work independently with a keen eye for detail
• Strong analytical, reporting & communication skills
• Basic knowledge of databases & knowledge about Avaya
• Very structured, organized & solution-oriented
• Ability to multitask in a sometimes very hectic and changing environment
• Good knowledge of the operational Service Desk environment
• 2-3 years of experience working with Service Desk environment

What we offer:

• Great team of IT professionals and possibility of technical development
• Modern offices in Chodov
• Home office possibilities
• Permanent contract
• Pension plan contribution, Long-term Sickness Insurance
• CAFETERIA employee benefit program with wide selection of benefits from Edenred
• Extra week of holiday (25 days/year), 6 Self-sickness days/year, Full salary compensation for up to 10 days absence due to illness per calendar year, Lunch vouchers fully covered by company
• Multisport card, mobile and laptop, fruit days, sport clubs for employees, Referral program…

For more details feel free to contact


DHL Information Services (Europe) s.r.o.
Dominika Formanová

Víte o někom, kdo by měl o pozici zájem? Sdílejte!