Scheduling Analyst

2 tygodni temu

Gdańsk, Pomerania, Polska Business English Academy Pełny etat

Position: Scheduling Analyst

Location: Gdańsk, Poland

Work Model: hybrid

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

  • Incorporate client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences
  • Recommend solutions to conflicts that arise in schedules
  • Handle special scheduling requests from agents or clients
  • Collaborate with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively
  • Offer weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation
  • Maintain and update employee's skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.

REQUIREMENTS:

  • At least 2 years of experience in a call center and/or 1 year specifically in workforce management
  • Excellent oral and written communication skills, specifically minimum B2 English level
  • Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred
  • Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
  • Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
  • Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

OFFER:

  • Freedom to implement your own ideas in a highly motivated team
  • Close cooperation with other departments
  • A demanding and comprehensive area that encourages shaping customer service for our key partner
  • Internal training and learning opportunities
  • Career opportunities in an international company
  • Committed and motivated Team
  • Private medical healthcare
  • Medicover Sport card
  • Co - financing of online courses on three different platforms
  • And many others

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