Pentasia are currently recruiting for Workforce Manager for a Professional and Outsource Services company based in Malta. Job Spec: Planning To manage the production of accurate forecasts both volumes and staffing Consolidation of all plans so that management can have a holistic view across all projects Highlighting areas and periods of risk across contact centre operations Monitoring and communicating of staff ‘overs and under’ to operational management and making meaningful and impactful recommendations Accurate and timely calculations of staff required and support Timely monitoring and communicating of recruitment requirement Ensuring that shrinkage is analysed and understood so that re-forecasting and communication of plans can take place, while retaining historic forecasts for adequate post-mortem analysis Scheduling Establishing scheduling methodologies and standards Ensuring the provision and compilation of long- and short-term schedules for the contact centre Ensuring best practice and take decisions around the planning/scheduling tools available Real Time Management Establishing the methodology and process to manage schedule adherence Developing a standardized methodology for measuring and reporting adherence and deviations from schedule across all operations. Ensuring the adherence to process in the management of deviations from the schedule Ensuring that shrinkage is managed efficiently across all projects. Reporting and Standards Developing reports to meet the operational requirements and standard reporting requirements Identifying, establishing, and conducting reporting and analysis on operations, using methodology in line with company procedures People Management Leading by example in living the values of the organisation Ensuring the cluster is fully equipped to handle the work load and distribute work flow Coaching to ensure a full understanding of consequences of errors Requirements: Managerial skills, preferably in a similar role; Excellent interpersonal skills to interact, work and relate effectively with the team; Excellent communication, coaching, and conflict resolution skills. Time and project management skills. Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies. Additional Details : Salary Package : EUR 35,000 + EUR 3, 000 KPI (negotiable based on experience) Hospital Health Insurance Mobile Allowance based on Company scheme