Обява Премиум

Workforce Management Specialist

Job Responsibilities:

-Ensures the schedule makes effective use of resources while meeting service objectives, team specialties, and agents’ preferences. Communicates with Customer Success Team Leads and performs schedule adjustments as needed;

-Responsible for reporting related to Workforce Management including, but not limited to daily volume and productivity reports, schedule adherence reports, monthly scorecards, monthly reports for payroll;

-Captures, stores, and reports on historical statistics (volumes, KPIs, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances;

-Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement;

-Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement.

Job Requirements:

-The Specialist should preferably have profound knowledge of the applicable contemporary practices in the field of Customer Service, including but not limited to understanding of operational matters regarding Customer Service;

-The Specialist must have a reasonable understanding of the Company’s business, its technical, financial and organizational structure;

-Able to communicate effectively with people at all levels both inside and outside the Company;

-Strong written and verbal communication skills;

-Should act with integrity, initiative, perseverance, discretion, ability for respect the personal dignity and rights of each employee, interest in the fintech industry; -Motivation to occupy the position;

-Advanced level of Microsoft Excel and/or Google Sheets.