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Workforce Planner - Sweden

  • Applications are considered on a rolling basis
  • Solna
  • Applications are considered on a rolling basis
  • Solna

As Workforce planner you are to facilitate and optimize production, ensure forecast and analyzing of inflow from all channels, and apply needed resource allocation to secure capacity are used best possible. Additionally, you will be responsible for all KPI’s are delivered and to detect potential improvement areas in process’ and employee skill-set and have a very close corporation with the trainer, Team Leaders and Head of. The Team Leaders will be updated on all KPI’s, performance and needs for training by the Workforce planner

Responsibility will include:

  • Forecast call, chat and mail volumes and staffing requirements based on historical data, trends, and business needs.
  • Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
  • Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
  • Analyze call center, chat and mail data/inflow and provide insights to identify opportunities for improving operational efficiency and performance.
  • Collaborate with call center Team Leaders and trainer to identify and address staffing gaps and operational challenges.
  • Develop and maintain effective communication channels with customer service agents, providing timely updates on schedules and any changes or adaptions.
  • Maintain and update workforce management tools to ensure accurate and up-to-date information.
  • Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
  • Stay updated with industry trends and best practices in workforce management to enhance overall performance.
  • Assist the trainer to ensure a high level of competency within the team.

Skills & Requirements

  • Engaged, curious, proactive, self-driven and service orientated
  • Strong work ethic and ability to work independently with minimal supervision
  • Act on own initiative, make things happen and accepts responsibility for the result
  • Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders
  • Organized, structured, result oriented
  • Ability to work both strategically and be a do’er
  • Commercial mindset

Skills

  • Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
  • Excellent organizational and time management skills, with the ability to prioritize and multitask effectively in a fast-paced environment.
  • Proficiency in using workforce management software and tools (e.g., Vonage, Cisco, Avaya, Genesys, Verint) to forecast call volumes and general inflow of customer inquirery and create schedules.
  • Ability to work collaboratively in a team environment and build strong relationships with call center Team Leader, trainer and FLA.
  • Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
  • Knowledge of call center operations and industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.
  • Fluent in written and spoken Swedish is required.

Experience

  • +5 years relevant call center work experience; preferably from Telco/shipping or logistic environment
  • Experience with data extraction from various systems and convert it to readable prognoses
  • +3 years experience with work force planning and scheduling

Education

  • BA within Logistics, Economics, Quantitative Management Methods, Mathematics or corresponding data
  • Education is not a must, but proven experience is.

We offer

  • Working in a global company that delivers great results, with high ambition where you can develop a lifelong career path
  • A working culture that is informal, but at the same time professional and dynamic, with the opportunity to make an impact
  • Flexi-work policy
  • Many active sports arrangements and other social events

We are conducting ongoing interviews and the job ad will be closed when the right candidates are selected.

For more information about the position, contact Head of Function – Tabita Walhøj Pedersen 

Great Place to Work

  • We invest in you

  • Innovative and looking to the future

  • BeHealthy | Your health is important to us

  • Social events for all employees

  • Engaged colleagues

  • Dynamic work environment

  • Employee benefits and discounts

  • Competitive insurance and pension plans

  • We give back to society

  • Gode pensions- og forsikringsforhold

  • Vi investerer i din udvikling

  • Vi giver tilbage til samfundet

  • Medarbejderfordele og rabatter

  • Dedikeret kollegaer

  • Globale muligheder

  • Sociale arrangementer for alle medarbejdere

  • Innovativ og fremadtænkende virksomhed

  • Gode forsikrings- og pensjonsordninger

  • Engasjerte kolleger

  • Sosiale arrangement for alle ansatte

  • BeHealthy | Din helse er viktig for oss

  • Innovativt og fremtidsrettet selskap

  • Vi investerer i deg

  • Vi gir tilbake til samfunnet

  • Personalgoder og rabatter

  • Dynamisk arbeidsmiljø

  • Sociala evenemang för alla anställda

  • Dynamisk arbetsmiljö

  • Vi ger tillbaka till samhället

  • Konkurrenskraftiga pensioner & försäkringar

  • Innovation, förbättring och utveckling

  • Globala möjligheter

  • Friskvård - din hälsa är viktig för oss

  • Engagerade kollegor

  • Personalförmåner via Benify

About the company

We are a Nordic bank with more than 1,200 colleagues in Sweden, Norway, Denmark and Finland, and proud to be part of Banco Santander, one of the largest banks in the world with a solid history going back more than 160 years.

Our purpose is to help people and businesses prosper and we aim to be the best retail and commercial bank, earning the lasting loyalty of our people, customers, shareholders and communities - through simple, personal and fair banking.

In our organization we foster and value an engaged, challenging and passionate environment that provides opportunities for personal and professional growth. We operate in an ever changing environment, and believe the key to success is innovative involvement, a playful approach to active learning and continuous improvement in our daily work.

We are firmly committed to being a responsible bank in the way we operate, our culture, caring for our environment and giving back to society. Banco Santander is recognized as the most sustainable bank in the world following the publication of the Dow Jones Sustainability Index (DJSI) for 2019.

Read more about responsible banking on our global webpages.

Santander Consumer Bank is one of the largest Nordic banks providing loans and credits, credit cards, deposits and insurance to private customers.

To learn more about Santander in the Nordics, please visit our local webpages

https://www.santanderconsumer.no/
https://www.santanderconsumer.se/om-oss/
https://santanderconsumer.dk/om-os/
https://www.santanderconsumer.fi/

TWorld’s Most Sustainable Bank 2019 (Dow Jones Sustainability Index 2019)

TA Nordic Bank with global strength

TPart of Banco Santander – one of the world’s largest financial institutions

TBanco Santander’s history goes back more than 160 years

TOver 1200 employees across the Nordics

TWe serve over 1.6 million customers

TStrategic partnerships with over 10 000 car dealers, merchants and brokers

TInnovation is key to our future success

TEn Nordisk bank med global styrke

TEn del af Banco Santander – en af verdens største finansielle institutioner

TBanco Santanders historie går mere end 160 år tilbage

TVerdens mest bæredygtige bank 2019 (Dow Jones Sustainability Index 2019)

T1.200 ansatte på tværs af Norden

TOver 1.6 mio kunder

TStrategiske partnerskaber med mere end 10.000 bilforhandlere, indkøbere og brokere

TInnovation er nøglen til vores fremtidige succes

TVi leverer digitale kundeoplevelser

THistorien vår går tilbake til 1963 i Norge

TOver 600 000 kunder og 3500 partnere i Norge

T50/50 fordeling menn og kvinner

TOver 600 000 kunder og 3500 partnere i Norge

TStørst på billån i Norge

TFremtidsrettede | Først ute i Norge med ApplePay

TVi er dedikert til å være en ansvarlig långiver!

TInnovative | Vår siste nyvinning SHFT – en abonnementsløsning for bil

TEn nordisk bank med global styrka

TDel av Banco Santander - en av världens största finansiella institutioner

TBanco Santanders historia går tillbaka mer än 160 år

TVärldens mest hållbara bank 2019 (Dow Jones Sustainability Index 2019)

T1200 anställda i Norden

TVi servar över 1,6 miljoner kunder

TInnovation är nyckeln till vår framgång

TVi levererar digitala kundupplevelser i framkant

Tabita Walhøj Pedersen | Contact Person

I'm interested
Santander Consumer Bank Nordics

Solna
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