Customer Care Operations Specialist
7 dni temu
Job Summary: The Customer Care Workforce Manager is responsible for forecasting call volumes, creating effective schedules, and ensuring optimal staffing levels to meet customer service level targets.
Key Responsibilities:
- Forecasts call volumes to create effective schedules based on real-time demand.
- Ensures optimal staffing levels are maintained to meet customer service level targets.
- Collaborates with internal stakeholders to ensure all promotions and campaigns are reflected in forecasts and schedules.
- Prepares regular reports on forecast accuracy, staffing adherence, and other key performance indicators.
Requirements:
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in workforce management or a similar role.
- Familiarity with workforce management tools and technologies.
- Strong analytical and problem-solving skills, with ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills, with ability to work collaboratively with internal stakeholders.
- Fluent English written and spoken.
- Ability to handle urgent issues and make real-time adjustments.
About Us:
Zooplus is a leading online pet platform dedicated to delivering exceptional customer experiences. We're committed to innovation, quality, and customer satisfaction, and we're looking for talented professionals to join our team. If you're passionate about delivering outstanding customer experiences, we'd love to hear from you
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