The Opportunity A Contact Center Planner (similar to a Task Coordinator) plays a critical role in ensuring the contact center operates smoothly and efficiently. The role combines analytical, strategic, and interpersonal skills to optimize resource management, support team performance, and contribute to the overall success of the center. By coordinating tasks like forecasting demand, scheduling, performance monitoring, and collaboration with management, the planner helps maintain high service standards and operational effectiveness. Day-to-Day Responsibilities​ Forecasting Demand: Analyzing historical data to predict demand, considering factors like seasonal events or promotions. Scheduling Staff: Creating schedules for peak coverage while accommodating employee preferences; monitoring and adjusting based on real-time data. Performance Monitoring: Tracking KPIs like response time and productivity, preparing reports to provide performance insights. Resource Management: Managing headcount, utilization rates, and overtime needs for optimal cost-performance balance. Collaboration with Management: Aligning staffing strategies with business goals, offering improvement recommendations. Training and Support: Assisting in training staff on scheduling processes and providing ongoing guidance. Contingency Planning: Developing flexible scheduling for unexpected demand surges or staff shortages. Communication with Staff: Clearly communicating schedules and changes, addressing agent concerns. Reporting and Documentation: Preparing staffing and performance reports and maintaining documentation. Continuous Improvement: Regularly refining forecasting and scheduling methods, staying updated on industry trends Who Are We Looking For We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means: Must have is also skills languages : English + French Nice to have dutch speaking skills Analytical Skills: Ability to analyze data, identify trends, and forecast staffing needs. Strategic Planning: Experience with resource allocation and cost-effectiveness. Technical Proficiency: Familiarity with workforce management (WFM) tools, Excel, and BI tools. Communication Skills: Strong verbal and written communication, presentation skills, and fluency in relevant languages. Problem-Solving Skills: Critical thinking and proactive approaches to address operational challenges. Organizational Skills: Excellent time management, prioritization, and attention to detail. Team Collaboration: Ability to work with supervisors, trainers, and HR, with skills in conflict resolution Perks & Benefits At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also: Work from home allowance Hybrid Working Policy Meal vouchers Gift vouchers on the occasion of Christmas/Easter Holidays Private medical services 21 vacation days/year Referral bonuses for new hires recommended by you WFH & Flexible Working Hours Full access to the “Learning” platform