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Senior Workforce Specialist

A bit about the role:

Responsible for generating forecasts and deliver optimized schedules for the contact centre. They would be responsible for monitoring intraday performance and capturing scheduling exceptions to ensure management has a succinct assessment of staffing requirements, and the ability to work independently whilst offering new ideas and projects that benefit the operational strategy of HX.

Key Responsibilities:

· Develop, administer, and maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing elements.

· Maintain long-range forecasts, short-term interval scheduling forecasts, and tactical weekly guidance.

· Drive metrics to improve performance service levels, adherence, forecast versus actual variances, review times and occupancy.

· Ensure optimisation of forecast accuracy at all levels through reporting and analysis of deviations.

· Work with our internal and external partners, ensuring our centres operate in the most efficient manner possible while creating a foundation through forecasts that protects our business and enables operational excellence.

· Managing day-to-day operations including prioritization

· End to End Support with Holiday Planning, Payroll Tasks & Keep Track of Summarized Working Hours

· Daily/Weekly Reporting of Operational KPI’s to stakeholders

· Running Audits on Schedules for all markets & Convey updates on issues, performance, and challenges.

· Attending various forums (such as IROPs) to understand potential impacts.· Upskilling Team Members on Verint WFM System

Skills & Requirements

Knowledge & Skills:

· Analytical and problem-solving skills.

· Excellent verbal and communication skills.

· Ability to multi-task and prioritise task(s) in a high volume, high stress environment.

· Strong Organisational skills.

· Ability to be proactive, detail oriented, and organised, with good follow-up skills.

· Be a role model for HX core value.

· Proficiency with WFM tools, Amazon Connect or other WFM scheduling software preferred.

· Automatic Call Distribution (ACD) and Call Management System (CMS) system/reports experience preferred

Key Personal Attributes/Behavioural Competencies:

· Self-driven and independent, yet with a will to ask and understand.

· Relationship building & influencing skills.

· Curious and dedicated

· Effective & confident communication skills

· Ambitious and thrives in a high-paced, international, changing work environment.

· Problem Solving Skills

· Customer Service oriented: delivering results and meeting customer expectations.

You will get:

• To be part of a dynamic and dedicated team, with highly skilled colleagues.

• Opportunities to work on a global level, with senior management.

• Excellent growth opportunities and the ability to impact with velocity.


HX Spirit:

· Passionate Explorers: We are proud of our history and are driven to create more.

· ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.

· Humble Leadership: We have a short distance between leaders and teams.

· Genuine Interactions: We want all people to be their true selves.

· Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.

Great Place to Work

  • Passionate Explorers - We are proud of our history and are driven to create more.

    Passionate Explorers - We are proud of our history and are driven to create more.

  • ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.

    ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.

  • Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.

    Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.

  • Genuine Interactions - We want all people to be their true selves.

    Genuine Interactions - We want all people to be their true selves.

  • Humble Leadership - We have a short distance between leaders and teams.

    Humble Leadership - We have a short distance between leaders and teams.

About the company

Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.

For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.

We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.

Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.

As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.

One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.

Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.

Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.

Beach cleanupsHX Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.

HX Expedition FoundationOur HX Foundation is a dedicated charity supporting local communities and environmental initiatives solely on the areas where HX’s Expedition ships sail, from the Arctic and Alaska to the UK, Galápagos Islands and Antarctica.

Anna Zítko | Contact Person

I'm interested
HX Expeditions

Prague | Hybrid
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