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Workforce Specialist

 

Workforce Specialist

  • JR-119420
  • Warsaw
  • Customer Success
  • Full time
Workforce Specialist

Equinix is the world’s digital infrastructure company. We fast-track our customers’ digital advantage—and you can fast-track your career by joining us!

At Equinix, we celebrate our differences and are proud of the inclusive, innovative culture at the heart of our success. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that’s at the heart of our core company values.

Our hard-working and ambitious people are an important part of our global teams—they solve real-world business challenges and make a difference. If you’re a forward-thinking, adaptive and experienced Workforce Specialist who loves to learn and wants to make a positive impact on the world while growing your career, come help us shape the digital world.

As a Workforce Specialist you will be ensuring the Global Service Desk uses adequate workforce management (WFM) processes and leverages the Workforce and Case System Management systems to meet business goals. This role governs forecasting and reporting activities across the global teams as well as monitoring real-time performance and execution of plans.

As a result of this process, this role provides recommendations on adequate staffing and operational efficiencies.

Duties and responsibilities:

  • Builds the planning process with clear accountabilities and ensures the global teams/vendors use such practices that allow for consistent delivery of the service.
  • Develops real-time management practices and communications in order that the GSD engages the needed resources for service protection.
  • Reviews, challenges and optimizes global teams’ and vendors’ workforce management processes
  • Under the direction of Lead or Manager, collect, verify and develop standardized processes surrounding Work from Home, Business Continuity and Disaster Recovery in alignment with established practices across our Global Service Delivery Centres.
  • Under the direction of Lead or Manager, develop emergency management process to ensure continuity of operations and governance, including recovery decision making and communications, continuity of critical departmental procedures, and potential shut-down of a Service Delivery Centre.
  • Develops reporting formats and governs the quality of the WFM process by liaising with all Global Service Desk teams in AMER, EMEA and APAC.
  • Creates and adjusts forecasts of workload, productivity and manpower in cooperation with the WFM, operations teams and other functions (commitments), provides recommendations to the leadership.
  • Performs deep-dive analysis by means of (not limited to) or performs efficiency improvement analysis comparing call/email forecasts and forecasted productivity drivers (commitments) with actual results to examine variances, proactively identify scheduling gaps, elicit feedback from the WFM/operations teams and offer solutions in order to assure Service Level goals are met (while holding regional teams and vendors accountable for the outcome).
  • Oversees and provides a centralized view on GSD resources and skillsets and suggests actions for their optimal use across the various types of workload in the regions.
  • Leverages and develops system functionalities, analyses, and administers case flows, priorities and skill-based routing (or only suggests changes based on process) for optimum workforce allocation and target service level across the different types of queues and workload.
  • Provides support to the regional leadership. Assist with performance analysis to ensure accurate, timely reporting to support business processes, decision-making and effective management of the Global Service Desk. Facilitates discussion with leadership and BPO.

Experience & Qualifications

  • Minimum 3 years in call center environment
  • Proven track in Workforce Management with experience implementing workforce development initiatives.
  • Experience with an automatic (ACD) call routing system and case management system.
  • Excellent numerical and analytical skills, understanding of data analyses/statistical methods.
  • Outstanding communication skills with an ability to communicate effectively with employees at all levels and work with a diverse group of people.
  • Excellent skills to work cohesively with a remote team and make an impact in a global team.
  • Excellent knowledge of MS Office
  • Demonstrable enhanced experience of Excel
  • Fluency in written and spoken English
  • BSc/BA/Master’s in business administration or relevant field
  • Ability to handle multiple projects and tasks to meet deadlines
  • Ability to gather, analyze and process program data for Business Continuity and Work from Home planning

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

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