Nivel cariera

Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

germană, engleză

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Your Mission:

Forecasting:

  • Ensure forecasting models and capacity plan include accurate and updated informatio

Staffing:

  • Ensure staffing models and capacity plan include accurate, updated information.
  • Determine adequate staffing levels to meet service level and response time objectives.

 Scheduling:

  • Plan and distribute daily work schedules for agents.
  • Serve as initial point of contact for all issues regarding schedules.
  • Process day-off requests and schedule off-phone events.
  • Ensure scheduling process and practices have no negative impact on employees satisfaction by taking into consideration their preferences for shifts and time-off and by being flexible in solving scheduling related inquires.

 

 Real-time management:

  • Monitor real-time queues across multiple lines of business and adherence reports to ensure service level and response time objectives are met.
  • Create and oversee real-time management escalation plans.
  • Provide intra-day monitoring.
  • Recommend real-time schedule changes and identify efficiency opportunities.
  • Adjust schedules based on workload/ forecast shifts.
  • Manage occupancy and utilization of agent groups.
  • Adjust call routing plans, agent skills and call type prioritization.

 Reporting:

  • Provide reports and dashboards on workload trends, staffing requirements, scheduling patterns, shrinkage, utilization, productivity, KPI performance and other operational metrics specific to client processes.
  • Provide shift & break adherence and compliance reports.
  • Develop and distribute intra-day, daily, weekly and monthly reports to management team.

  Analysis:

  • Support implementation of department’s strategies, processes, projects, policies and procedures by running thorough analysis and making sound business recommendations.
  • Make recommendations on how to improve productivity, quality of service and operational efficiency and effectiveness.
  • Implement control tools and methods in order to make sure KPIs are achieved and to prevent failure on meeting contractual objectives.
  • Assist Operations teams with identification of training needs for team members.
  • Develop awareness, knowledge and expertise by driving projects using quality tools like Lean and Six Sigma.
  • Contribute to QNS target through identifying improvement opportunities and implementing action plans focused on achieving QNS.

Your Profile:

  • Fluency in German & English;
  • Bachelor's Level Degree or equivalent;
  • Strong oral and written communication skills;
  • Proficiency in MS office applications;
  • Excel advanced level;
  • Process oriented, organized, structured and detailed;
  • Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules, real-time management, management reports and analysis.

You will enjoy:

  • Bonuses for your results.
  • Employee referral bonuses.
  • Medical coverage for you and a dear one.
  • Meal-tickets, free coffee, pastries and fruits, to keep you energized.
  • Bookster and Benefits Online for you to enjoy your hobbies.
  • Wide range of development and training options (including soft skills and language courses).
  • A great office, a friendly atmosphere in a multi-cultural environment.
  • Teambuilding and Christmas party.