Workforce Analyst (Remote in Romania)

Permanent employee, Full-time · Romania _ Remote

About The Role

This is an exciting opportunity for an experienced Resource Planning Analyst. This is a permanent, work-from-home position based in Romania.

The Resource Planning Analyst is responsible for ensuring optimal resource utilization by analyzing business needs, forecasting workload, and creating scheduling plans for the operational teams.

This role involves analyzing historical data, predicting future demand, and ensuring the right number of agents are available to meet service level agreements (SLAs). The position also supports continuous improvement efforts related to capacity planning and efficiency in a dynamic BPO environment.

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WHAT YOU'LL BE DOING

Collaborate with team leaders, managers, and other departments to gather insights and accurately forecast inbound contact volume, transaction types, and agent requirements.
Develop short-term and long-term resource forecasts to meet both expected and unexpected demand changes.
Utilize workforce management (WFM) tools to generate forecasts and adjust them as required based on changes in historical trends, seasonality, or other factors. Providing support on forecast staffing requirements, both long term and short term. This involves analyzing historical information, trends, and communicating with the client to obtain any relevant information
Create and manage schedules for agents to ensure optimal coverage based on forecasted demand, operational requirements, and employee availability.
Ensure that agents' shifts align with service level agreements (SLAs) and minimize idle time
Provide the leadership regular analysis on workforce performance, including productivity, adherence, and staffing efficiency.
Recommend process improvements and resource optimization strategies based on data insights.
Work closely with operations, HR, and training teams to ensure resource planning is aligned with business goals
Assist in the onboarding and training of new team members, ensuring they are adequately prepared to meet the operational needs of the business.
Suggest and implement improvements to workforce planning processes, tools, and methodologies.
Stay updated with the latest industry trends, tools, and best practices in resource planning and BPO operations.

About you

One year of experience in Workforce Management.
Prior experience of scheduling and capacity planning
Advanced knowledge of Microsoft Excel and WFM tools

Why us?

Fully Remote work based in Romania
A competitive salary
Meal Card Allowance
A Permanent Employment Contract
Equipment provided
A Buddy on joining
Online Gym and Wellbeing Studio  
The opportunity for professional growth  
Fun company events and team outings  
Autonomy and Responsibility

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About us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

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We are looking forward to hearing from you!

Thank you for your interest in Otonomee. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to careers@otonomee.com