Planning & Governance Specialist
On-siteTirana, Tirana, Albania
Job Summary
Monitor real-time adherence and workforce performance, escalating issues as needed. Send daily, hourly, and ad-hoc reports via email to stakeholders, updating and validating data to ensure accuracy. Proof-check workforce information, identifying discrepancies during daily rotations, and communicate with operational teams to align adjustments with business needs. Support queue management by tracking service levels, occupancy, and agent performance while collaborating with WFM Leads to improve reporting processes. Requires Bachelor's degree, 1+ years in workforce management, proficiency in Excel, and fluency in Italian and English. Permanent contract with flexible working hours available in Tirana, Albania.
Required Qualifications
- Bachelor's degree in business administration, Operations, or a related field
- 1+ years of experience in workforce management, real-time monitoring, or reporting
- Fluent in Italian language (both written & spoken)
- good understanding of English language
Desired Qualifications
- Experience with WFM software (e.g., Calabrio, Zucchetti) is a plus
- Proficiency in Excel (VLOOKUP, pivot tables, conditional formatting)
- Understanding of workforce management tools and real-time tracking systems
- Ability to process and verify large volumes of data efficiently
- Strong attention to detail and accuracy in reporting
- Effective communication and collaboration with internal teams
- Ability to work in a fast-paced, real-time operational environment
- Problem-solving skills for identifying and escalating reporting discrepancies
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