Workforce Planning Analyst

Dublin, Leinster Requisition Number R0021374-1 Subsidiary eBay

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

Workforce Planning Analyst

Permanent role

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

Role responsibilities

  • Create & put in place schedules based on refreshed forecasts, operational targets and staff availability & potential restrictions.
  • Carry out detailed resource planning and scheduling.
  • Develop a frontline resource plan to meet required SLAs. 
  • Work towards Optimise utilisation and availability across all contact channels.
  • Manage inbound/outbound activity across all contact methods, Driving optimal scheduling to meet KPI targets.
  • Working with stakeholders to guide decisions on resourcing requirements & Spend as it impacts Service Level considerations.
  • Continuous development of models & processes to drive effectiveness & adapt to changing business requirements
  • Ensure accurate alignment of shrinkage, track to a target and analyse trends. Work with other Workforce functions, e,g, Capacity planning, as part of target setting for demand planning. 
  • Own headcount files; ensure team structures are maintained within eWFM systems

The required skills

  • At least 2 years’ experience of planning in a contact centre environment (or similar environment)
  • Ability to respond quickly to deadlines & work on own initiative.
  • Excel – Advanced level
  • Excellent attention to detail
  • Excellent presentation skills.
  • Strong Stakeholder management.
  • Effective and confident communicator at all levels.
  • Experience working with industry leading Workforce Management software (e.g. Verint, Aspect, etc) – desirable
  • Proactive problem solver; able to see big picture and streamline current processes

What we offer?

  • Be a part of a team that helps to shape the shopping experience of the future
  • A supportive environment that allows our employees to thrive and learn
  • European Headquarters based in Blanchardstown, Dublin 15, only 15 minutes from the thriving Dublin City – a subsidised bus service is provided
  • Our benefits ensure you are well taken care of with quality health and wellness programs including free site gym!
  • An opportunity to be a part of a community that has been consistently voted one of the Best Workplaces in Ireland and Europe

eBay Benefits!

  • 25 Days Holidays
  • Healthcare Plan
  • Life Assurance
  • Pension Plan
  • Educational Assistance
  • Free Gym
  • Subsidised Canteen
  • Employee Discounts
  • Sabbatical every 5 years of tenure

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eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:

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R0021374-1

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