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Workforce Management Real Time Analyst
4 tygodni temu
Together with our client, a world-known company, we are building a new contact center in Warsaw
If you have experience in optimizing staffing levels, monitoring customer contact volumes in real-time and you are looking for an opportunity to develop your career in a dynamic, international environment, this job offer is for you
what we offer
- stable employment
- benefits package
- opportunities to take on new challenges
- building new structures of the company
- modern office in attractive location in Warsaw
your tasks
- work closely with operations management to maintain service levels, adherence, overall delivery
- work closely with WFM Manager to address schedule changes/concerns
- analyzing business processes (review and evaluate the results at the end of the project or after the resolution of an incident)Work closely with WFM Team to drive delivery results
- monitor Realtime adherence
- update schedules as needed, adjust breaks/nunches for better performance
- participate in relevant meetings
- provide input to stakeholders and drive labour management
what we expect
- proven experience in workforce management within a dynamic contact centre or customer service environment (min.1-2 years)
- fluency in English
- proficiency in workforce management tools and software
- high proficiency in Microsoft Excel preferred
- good computer skills
- strong analytical skills and ability to interpret data to drive decision-making
- excellent organizational and time management skills
- self-starter and resilient individual who excels in a dynamic environment
Employment agency entry number 47
this job offer is intended for people over 18 years of age
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