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Workforce Planning Analyst

Birdseye Virtual Presence d.o.o.



ugovor puno radno vreme 1, 2. i 3. smena dostupno osobama sa invaliditetom

Company Overview:

Established in 2011, Birdseye has pioneered the Remote Facility Supervision industry with a mission to make the world a safe place. Facilities across North America are signing long-term contracts to have their facilities supervised and/or secured by Birdseye’s dedicated team of more than 350 professionals.

Birdseye’s well-integrated technology solution eliminates the need for costly on-site security guards or general administrative staff. Our strong belief is that any work function that can be digitized, can, and eventually will be operated remotely. Birdseye, an essential service, is proudly serving other essential services making it recession proof and stable during all economic cycles.

Birdseye is headquartered in Toronto with offices in the USA and Serbia. To learn more about our culture, kindly visit our website www.bvpserbia.com as well as our LinkedIn, Instagram, Facebook pages.

Job Purpose:

This role will be a liaison between finance, HR, operations, Quality Control, IT, and Engineering and will focus on workforce management areas such as forecasting, scheduling, and analysis. It will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.

Employee Compensation Package & Perks:

  • Opportunity to be part of a team of ambitious, talented people with diverse backgrounds and style
  • We are all striving to continuously learn and improve
  • Opportunity to be creative and innovative, we love new ideas
  • Company organized events (football, parties, company hangouts, pancake day, fruit day, lunch day etc.)
  • Free accommodation in Zlatibor apartments
  • Monthly FitPass membership
  • Annual Performance Reviews
  • Stock appreciation rights
  • Bonuses for employees with children
  • Dynamic and modern office space including a spacious lounge where employees can relax and enjoy
  • Video games, pool table, darts and foosball

Areas of Responsibility:

  • In order to determine the exact labor supply, works with Operations and Human Resources to ensure that staff
  • assessments are up to date and accurate in order to ensure accuracy of analysis of workforce capabilities.
  • Make sure your "Customer Indexes" are up-to-date and accurate to determine exact labor demand
  • "Workforce Calculator" and related tools to be updated/maintained daily
  • Ensure that individual workloads are appropriate for each agent's skill level and ability
  • Ensure that customer demands and protocol requirements are appropriately considered
  • Work with IT and engineering to ensure software tools are optimized for maximum work efficiency
  • Participate in all customer onboarding and protocol gathering with the CS Team
  • Ensure that each Team is adequately staffed and meets labor cost objectives as prescribed by the finance department
  • Suggest training programs and work with the HR department
  • Create and publish schedules no later than 3rd week of each month for the upcoming month
  • Make changes to scheduling to ensure adequate daily resource coverage
  • Analyze vacation submissions and approve/deny based on their effect on operations
  • Providing management with monthly or ad-hoc reports summarizing labor supply and demand
  • Develops and ensures that forecasts, capacity plans and schedules are generated in a timely and precise fashion
  • Supports an environment that encourages co-workers to exceed customers’ expectations
  • To maximize efficiency, continually evaluate the methods and tools used to deliver services
  • Monitor the performance of agents, their productivity, and the adherence to schedules
  • Approve and make schedules changes based on any changes in headcount availability
  • Offer strategic recommendations to improve productivity while balancing service levels
  • Work with Operations to develop processes for shift types, vacation and other schedule exceptions strategies that maintain the employee needs/Client requirements balance
  • Coordinate with other departments to identify hiring strategies for new training programs and attrition replacements
  • Manages the implementation of new programs from a Forecast, Capacity Planning and Scheduling perspective
    Facilitates, leads, and participates in daily and weekly meetings among key stakeholders
  • Methodologies such as Lean Six Sigma should be used to drive continuous improvement. We shall measure success by analyzing cost savings realized by efficient scheduling and workforce planning. Each month, the finance department will set targets that the candidate must meet or exceed


  • Six Sigma, Lean or any similar process improvement training or certification


  • Minimum of 3-5 years + workforce planning experience in a high volume and complex business structure
  • Must be able to work various shifts, including holidays in a 24x7 operating environment
  • Excellent knowledge and use of spreadsheets, and database systems. Advanced Excel skills required
  • Must possess exceptional verbal and written communication skills
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Proven ability to work well in a high pressure/target driven environment
  • Demonstrated ability to create and execute plans for continuous improvement
  • Ability to be highly organized with an emphasis on accuracy and timeliness
  • Ability to work alone with minimum supervision and with others in a team
  • Proven ability to push back, foresee potential issues and advocate for relentless improvement
  • Skills in complex problem solving, judgment, critical thinking and decision making
  • Hybrid work model available
    Konkurs je istekao.
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