Johanna Sollman
Barcelona
Summary
Experienced workforce manager with a great eye for detailed numbers and proactive approach
Excellent communication and people skills
Overview
9
9
years of professional experience
1
1
Certification
Work History
Regional WFM Manager
Teleperformance
11.2022 - Current
- Responsible for workforce management units in 12 different countries in EMEA region
- Manage team of workforce analysts, schedulers, and planners, ensuring accurate and timely execution of workforce management activities
- Act as primary point of contact between clients and local sites, ensuring effective communication and coordination
- Conduct regular forecasting and demand analysis, anticipating future workforce needs and optimizing resources allocation resulting in improved customer experience
- Monitor and analyze key performance indicators (KPIs), identifying trends and patterns to drive process improvements and achieve SLAs
- Proactively address potential issues related to staffing shortages or schedule conflicts by creating contingency plans ahead of time
Administrative technician
GRUPO PLANETA
08.2021 - 06.2022
- Delivering support to design and art department
- Serving as first point of contact with freelance illustrators and artists internationally
- Daily communication through email, phone calls and social media
- Responsible for entire contract process such as negotiating conditions, conducting contracts, deciding budget and managing invoice.
- Improved document management and storage with implementation of digital filing system
Swedish Content Moderator
MAJOREL ES
10.2020 - 12.2020
- Screening and monitoring live content in various markets (Swedish, Spanish, Dutch, Portuguese and Italian) for abusive, violent or other inappropriate content and ensuring safe experience for its users and communities.
Global WFM Coordinator
MAJOREL ES
04.2018 - 02.2020
- Coordinating workforce management units in 9 different countries in Europe, Asia, Africa and North America
- Responsible for weekly capacity plans to ensure efficient resource allocation
- Creation of quarterly staffing forecasts
- Coordinate monthly scheduling and provide assistance to local teams
- Ensure that weekly forecasts are accurate and delivered timely
- Producing, conducting and closing monthly invoices.
Digital Account Manager
TELEPERFORMANCE SPAIN
11.2017 - 04.2018
- Google AdWords Specialist
- Responsible for client portfolios, managing and optimizing their AdWords campaigns on the Swedish market.
WFM Scheduling Analyst and Real Time Analyst
SELLBYTEL GROUP
03.2015 - 11.2017
- Schedule management of 600+ employees based in Barcelona, Lisbon and Berlin
- Analyzing and determining staffing levels, relief planning, and creating/optimizing procedures
- Additionally, responsible for the control, support and monitoring in real time of 200+ technical support advisors
- Other responsibilities included tracking, reporting and presenting on KPI performance, forecasting and adaption to near-term changes.
Small and Middle Business Lead Generator
SELLBYTEL GROUP
02.2015 - 03.2015
- Developing Facebook advertising for SMB clients in the Swedish and the UK market
- Achieve client’s quotas and targets, developing marketing accounts and quickly producing leads.
Education
Bachelor of Science - International Relations
University of Gothenburg
Gothenburg01.2024
Bachelor of Arts in International Marketing -
Malardalen University
Västerås01.2014
Exchange Program in International Marketing -
Universitat De Barcelona
Barcelona01.2014
High School Diploma -
Ålands Lyceum
Aland Islands01.2011
Skills
- Verint
- Aspect
- NICE IEX WFM
- Genesys
- Salesforce
- Excel
- PowerBI
Certification
- Google AdWords Certified
- Excel course, Sellbytel, Barcelona
- Advanced Leadership Course, Helsinki
- Leadership Training , ÅIF Platform, Aland Islands
Personal Information
- Date of Birth: 03/14/92
- Nationality: Finnish
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Swedish
Bilingual or Proficient (C2)
Finnish
Elementary (A2)
French
Elementary (A2)
Timeline
Regional WFM Manager
Teleperformance
11.2022 - Current
Administrative technician
GRUPO PLANETA
08.2021 - 06.2022
Swedish Content Moderator
MAJOREL ES
10.2020 - 12.2020
Global WFM Coordinator
MAJOREL ES
04.2018 - 02.2020
Digital Account Manager
TELEPERFORMANCE SPAIN
11.2017 - 04.2018
WFM Scheduling Analyst and Real Time Analyst
SELLBYTEL GROUP
03.2015 - 11.2017
Small and Middle Business Lead Generator
SELLBYTEL GROUP
02.2015 - 03.2015
Bachelor of Science - International Relations
University of Gothenburg
Bachelor of Arts in International Marketing -
Malardalen University
Exchange Program in International Marketing -
Universitat De Barcelona
High School Diploma -
Ålands Lyceum
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