Workforce Management (WFM) Specialist - O2C

  • BP

Job Description

Role synopsis BP – This is your place! Find the right position to explore your potential in the exciting and vibrant universe of BP, one of the world’s leading energy companies! Consider joining our team if you have broad understanding of Customer Service tools and reports. Here is your chance to unleash your potential as Workforce Management (WFM) Specialist - O2C Who are we? From the deep sea to the desert, from rigs to fuel retail sites and research centres, BP delivers light, heat, and mobility solutions for a changing world. In our Global Business Services offices in Budapest and Szeged we provide services to move our business forward. As we are continuously growing we look for experienced professionals to contribute to our success. What do we offer? If you join us as a Workforce Management (WFM) Specialist you may have the following responsibilities:Managing Workforce management /WFM/ to ensure optimal resourcing and that service level goals and objectives are met. Managing workflow, workload, adhering to established service levels, and monitoring overall productivity. Identify scheduling conflicts, recommend and/or implement improvements as required. Customize/Design reports to maintain or develop necessary statistics to support Managers in assessing both individual, team and centre performance.As a Workforce Management (WFM) Specialist you will make a significant impact by:Advising management on capturing additional data to plan for budget and future call and contact volume forecasts, make recommendations for procedural changes, and provide input to improve operations. Conducting workshops to management on workforce management, usage and responsibilities For a Workforce Management (WFM) Specialist role we have the following requirements:Fluency in English Understanding of contact centre software tools and programming requirements (e.g., Genesys, ACD, CC Pulse, CME Experience in development and delivery of reports (e.g., Excel) Excellent communication skills and ability to build effective working relationships Strong eye for detail, accuracy and effective problem solving skills High Level of IT proficiency in Microsoft packages experience of working with data and creating reports client focused and support oriented previous experience in the field of Customer Service or in SSC environment is an advantage At BP, we provide the following environment & benefits to you:a company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the mindset of giving back to our environment are valuable possibility to join our social communities and networks chill-out and collaboration spaces in a modern office environment learning opportunities, language courses and other development opportunities to build a lasting career different bonus opportunities based on performance, wide range of cafeteria elements life & health insurance, medical care package; company laptop and phone for private usage opportunity to work from home: up to 2 days / week based on team agreement Key accountabilities N/A Essential Education N/A Essential experience and job requirements N/A Other Requirements (e.g. Travel, Location) N/A Desirable criteria & qualifications N/A Relocation available No Travel required No Is this a part time position? No About BP Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future. Global Business Services (GBS) is BP’s shared services organisation. GBS add value by standardising and modernising business activities, whilst maintaining a robust control environment and driving operational excellence. There are five GBS Centres globally, situated in Europe, Africa, Asia, America and ANZ and Central Teams across all locations as well as the UK and Houston. We have been continuing to develop our European Service Centre in Budapest, Hungary since 2009 and now we are extending our presence in Szeged as well. We aim to bring dynamism to the country and opportunities to all our current and future employees. Due to upcoming corporate transitions and our progressively growing competence over multifaceted business processes, our European service centre is persistently broadening its range of prominent career opportunities in both cities. We offer more and more B2B roles for career planners as well as increasingly complex, high-level, senior positions to seasoned experts. We are seeking individuals who share our values and are ready to make our business and culture stronger. Our key aim is to keep building on the successes we’ve seen over recent years, driving through the many and varied projects we’re working on that demonstrate continuous improvement. We strive to inspire our employees by creating an enjoyable, challenging work environment whilst simultaneously providing balance in private and work life, advancement through compensation, fun at work and shared devotion in volunteering and charity activities. All roles in BP Global Business Services offer some form of agile working to enable you to integrate your work and personal commitments. Talk to us about what agile working could look like for you. Segment Corporate & Functions Closing Date 15-Oct-2019

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