Resource Planning Specialist

Application deadline: 05.03.2025

Location: Europe; Spain

Type of contract: Permanent

Our people are the heart of Norwegian.

We are made up of colleagues from different cultures and backgrounds who are united behind our vision: to become the most loved and trusted airline in Europe.

Norwegian embraces a culture of equality, fairness, sustainability, respect, and inclusion in everything that we do.

We have implemented an Equality Plan to safeguard a selection process without discrimination on the basis of gender, age, culture, nationality, ethnicity, physical abilities, political and religious beliefs, sexual orientation and other attributes.

Embracing this culture is critical to our business success and makes us stronger together.

Are you our new Resource Planning Specialist?

In Norwegian we keep on taking care of our people.

In this role, you will assist and support workforce planning and scheduling, ensuring effective resource allocation within the Contact Center.

Your responsibilities will include analyzing workforce trends and performance data to support forecasting and capacity planning, working under the guidance of the Senior Specialist and RP Manager.

You will create workforce reports, offering valuable insights into scheduling efficiency, productivity, and key performance metrics.

Collaboration with Real-Time Analysts (RTAs) will be key to aligning real-time adjustments with long-term workforce strategies.

Additionally, you will manage workforce systems and tools, ensuring seamless scheduling and reporting operations.

We can offer

• Market-aligned compensation
• Possibility to travel in Europe with employee priced tickets
• Set your own footprint in a friendly working environment
• Passionately colleagues and an energetic and innovative work environment

You are our ideal candidate if

• You have experience in workforce planning within a Contact Center envoriment Experience in workforce planning within a Contact Center environment.
• You have a strong understanding of forecasting, scheduling, and workforce reporting.
• You have knowledge of ACD telephony and workforce management tools.
• You have technical skills, proficiency in Excel, KPI tracking, and scenario planning. And experience with MS Office, Office 365, JIRA, Genesys, Zendesk, and other WFM tools.
• You have the ability to analyse large datasets, providing insights for operational efficiency.
• You have good interpersonal and communication skills, and ability to translate complex workforce data into actionable recommendations.
• You are detail-oriented & analytical
• You are proactive & solution
• You are have strong prioritization and time-management skills
• You are collaborative & adaptable

In this role you will be responsible for

• Workforce analysis & scheduling support:
  • Assist in producing and optimizing shift schedules to align with business requirements and SLAs.
  • Track historical workforce data to assess trends and improve future workforce planning.
• Monitoring & real-time management:
  • Support Real-Time Analysts (RTAs) in monitoring Contact Center performance in real time.
  • Ensure accurate data compilation and analysis to drive informed operational decisions.
• Data collection & performance reporting:
  • Analyse agent adherence, productivity, and workload distribution, ensuring efficient workforce allocation.
  • Generate daily, weekly, and monthly reports on workforce performance, shift efficiency, and KPI tracking.
  • Identify long-term inefficiencies in scheduling, collaborating with senior specialists to implement improvements.
• Operations & stakeholder liaison:
  • Assist Customer Care Team Leaders with workforce-related data, reporting, and process improvements.
  • Conduct training sessions on workforce policies and system usage for team members.
  • Liaise with internal stakeholders (HR, Payroll, IT, etc.) to ensure scheduling compliance and best practices.
• Systems & platform administration:
  • Act as system administrator for Genesys (telephony), ensuring user management and troubleshooting.
  • Work closely with the Business Support department to oversee Zendesk, Chatbot, and other workforce-related platforms.

Do you have any questions?

If so, please contact:

Monica Gonzalez Martinez

Director Customer Care Operations Spain

Monica.Gonzalez.Martineznorwegian.com

So, what are you waiting for?

If you love the thought of working with us, we encourage you to click the Apply Now button to complete our online application. You will need to upload a recent copy of your resume.

Interviews will be held continuously as applications are received.

Please note: We can only accept applications that have been submitted through our recruitment system. We will accept Your CV, in both English or in a Scandinavian Language

“We care for each other, our customers and our environment as we navigate the skies the Norwegian way”

We hope to welcome you on board!

Travel required: Some travelling must be expected

Application deadline: 05.03.2025