Job Description

As a Global WFM Analyst you are responsible for strategic capacity planning and scheduling for our Customer Service Centers globally.    

You develop and update long to mid-term Capacity plans for inhouse CSC markets and monitor and forecast performance KPIs (AHT, Shrinkage, Attrition…) 

You lead regular Capacity Reviews with stakeholders in the Service Centers and agree on actions to ensure right sizing and to improve efficiency 

You offer suggestion to the Service Centers teams on how to improve the service performance, such as (but not limited to): hiring resources, upskilling agents, holiday periods etc 

You create mid to short-term forecasts, ensure weekly, daily, and intraday forecast patterns are updated to reflect the actual trends and make updates to forecast considering specific events and volume variations. 

Work closely with stakeholders to ensure agent schedule satisfaction and to maintain a healthy Work/Life balance for our advisors.  

You monitor and regularly follow up on schedule efficiency and work closely with the local operation teams to find ways of optimizing the scheduling process.  

You work closely with your colleagues in other WFM functions as well as other relevant stakeholders in the company to ensure an optimal WFM cycle. 

You analyze and report about happenings and trends to provide data driven recommendation for the relevant stakeholders, from operations to WFM functions 

You can communicate complex topics and data in an easy-to-understand way. 

You proactively make the business aware of future challenges and opportunities. Continuously, you own and strive to develop and improve the WFM working routines and the department success. 

Qualifications

Just like everyone at H&M, we believe you are a social, open, communicative and ambitious team player full of drive and optimism. Your personal qualities also include: 

• Analytical mindset with structure, accuracy, and precision in your work 

• High integrity where you need to stand up for the decisions you take 

• Great coordinating skills and proactivity  

• Creativity in finding new solutions and better ways of working 

• Entrepreneurial and goal driven   

• Good at simplifying figures and communicating findings to the Business 

• Good at prioritizing, planning and organizing

YOUR EXPERIENCE & SKILLS  

• • 2 years contact center planning and forecasting experience and expertise

   

• Formal education within COPC standards is meriting 

• Bachelor’s degree in Business Administration/similar field or equivalent experience is meriting 

• Proficient in Microsoft Office, including advanced level in Excel 

• Demonstrated ability to create excel based forecast models and reports 

• Experience using and configuring WFM tools. Experience using Calabrio is a plus 

• Professional and effective interpersonal and communication abilities 

• Strong numerical skills able to work with large datasets and convey data stories to different audiences 

• Fluent in English, both spoken and written.

Additional Information

Apply through our career site with CV and Cover Letter by the latest of March the 3rd.  The position is full time, hybrid (office/home) working and based in our centre in Chicago. Some travel might be required for this position. No relocation package is available and requirement to have the legal right to work in the location will be applied. If you have any questions regarding this position please contact, Global WFM Manager johanna.viklund@hm.com or Iñaki Moya, Global HR Generalist inaki.moya@hm.com #LI-CA4