Drive Operational Excellence Through Smart Workforce Planning Join AXA Partners in Ostrava and play a key role in ensuring smooth assistance operations through effective workforce planning. In this role, you will forecast demand, optimize staffing levels, and support service delivery by aligning workforce capacity with operational needs. What you'll be doing: Plan workforce capacity based on expected traffic and defined service objective Forecast call and email volumes and translate them into effective shift schedules Work closely with Supervisors and Operations Managers to ensure optimal staffing Monitor operational performance, compare forecasts with actual results, and recommend improvements Support leave planning, training capacity planning, and agent skill alignment Manage reporting related to capacity planning and operational performance Develop and maintain scheduling systems and ensure schedule adherence Participate in operational forecasts, budget planning, and process improvements Participate in D2D traffic management What you'll bring: Minimum secondary education English at B2 level or higher Strong PC skills and advanced knowledge of MS Office, especially Excel Analytical mindset with strong organizational skills Good communication and coordination abilities Ability to work independently and plan effectively Reliability, flexibility, and resilience in a dynamic environment Experience in workforce planning, call center, or shared service operations is an advantage What we offer: At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: 25 days of holiday Meal vouchers worth 150 CZK from the first day and restaurants near the company Flexible working hours Home Office (40% of the month) Smart-working contribution (750 CZK per month) Laptop & IT equipment for your home office MultiSport/SODEXO Flexi Pass card (500 CZK per month) Telemedicine - 24/7 online medical support for you and 5 family members Pension insurance (1000 CZK per month) Free annual travel insurance for Europe Free life insurance E-learning courses Great location in modern and pleasant offices in Ostrava (Nova Karolina) ... and much more (discounts at our partners etc.) To apply, click on the 'apply for this job' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. #LI_CEE Who we are: We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)