Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan
Maintaining the right Headcount, calculating call capacity & ensure service level targets are met
Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency
Create various reports and dashboards to measure and manage the production KPIs.
Create agents’ schedules by language following the intraday requirements per activity etc.
Analyzing schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process Create and validate activity forecasts from a monthly to a quarter hour granularity.
Work on long term projections to align proactively the site capacity with the client requirements.
Communicate all these data and WFM topics with the site teams and also with the clients.
Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field.
Very good analytical skills and understanding of mathematics.
Proficiency in Microsoft Excel, Word, Access, Windows operating systems.
Proficiency in English language (C1-C2);
Solutions and result oriented, with customer centric approach (internal and external).
Strong verbal, written, presentation and interpersonal skills.
Proactive mindset, anticipation is key.
Ability to meet deadlines.
Demonstrated ability to quickly learn new systems and processes.
Attention to detail and accuracy are critical.
Following are desirable requirements:
Previous experience in similar functions.
Knowledge of scheduling tools & Capacity Planning.
Basic knowledge of programming, preferably VB and SQL. Basic knowledge of Business Intelligence tools.
WE OFFER YOU
Attractive salary and health insurance.
Positive working atmosphere in a motivated team.
Personal and professional development.
Best career opportunities in an international company.
Method of Application
Interested and qualified candidates should forward their CV to: firstname.lastname@example.org using the position as subject of email.