Resource Coordinator in Governance Team (maternity cover)

Application period has expired.

Are you passionate about planning?

If your answer is Yes – then join us as Resource Coordinator and utilize your skills to help us optimize our workforce management function!

This role is part of IT Operations Governance team, which consists of 6 colleagues enthusiastic about their work, team goals and personal development. As a team, we act as business advisor for IT Operations teams in Lithuania and Scandinavian countries. Governance team provides consultation regarding reporting, telephony, resource scheduling and planning matters.

You will:

  • Responsible for designing shift rota and providing scheduling for Service Desk staff based on call/ticket volumes forecast
  • Use forecasting tools to develop projected future call volumes for intra-day, daily, weekly, monthly and annual trends and ensure operational optimization
  • Carry out strategic resource planning tasks (mid and long term planning, capacity planning, business improvement through resource planning changes, long range leave planning, recruitment forecasting, “what if” scenario modeling) utilizing the workforce management software to its full extent
  • Provide support and resource forecasting for impact on service delivery in response to crisis situation or seasonal requirements
  • Recommend overall allocation of off-phone activities in partnership with Service Desk leadership
  • Proactively suggest ideas for workforce management optimization

About you:

We expect that you:

  • Know what are Workforce Management Tools (experience with Teleopti WFM would be a great benefit) and are excited about getting your knowledge of this area to a higher level
  • Are “data-friendly” – can quickly and efficiently sort through data to identify key trends, outliers, and issues. Have a basic understanding of reporting and data visualization
  • Have good written and verbal English skills
  • Have no problems with multi-tasking, attention to details, and finding missing pieces in complicated puzzles
  • Are a self-motivated person with great communication and presentation skills and with lots of fresh ideas when it comes to resource planning and coordination
  • Have great collaboration and organizational skills, as well as the ability to work alone
  • Are not afraid that fast-paced environment and continuous implementation of innovative solutions won’t let you stay long in your comfort zone

We are growing and looking for reinforcement to our organization.
Up for a challenge?
Apply or reach out to me if you have any questions.

Ieva Jaseviciute, Talent Acquisition Consultant

Application period has expired.

If you are interested, please send your CV in English no later than 04.01.2021. Confidentiality guaranteed.

Your title in job contract will be Management Coordinator.