Resource Planning Specialist - EMEA

Job description

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. The Resource Planning Specialist is a key member of our global customer service workforce management team. In this role, you are responsible for the creation of weekly, daily, and interval-level schedule requirements needed to meet customer demand. You will design and optimize labor requirements and schedules that align with contact arrival patterns across multiple support channels, and then allocate those requirements across a multi-channel, multi-lingual vendor (BPO) network for execution. You will use both established workforce management practices and, where available, Generative AI–driven insights to enhance the accuracy, efficiency, and scalability of our planning. To be successful, you will account for unique labor laws and restrictions, different time zones, work patterns, and market nuances while balancing operational efficiency with a strong emplo...