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Call Center Staffing Coordinator

2 tygodni temu


Kraków, Lesser Poland zooplus Pełny etat

Job Overview: Zooplus is a leading online pet platform dedicated to delivering exceptional customer experiences. We're seeking a highly skilled Workforce Manager to join our team and lead our customer care operations. The successful candidate will be responsible for developing and maintaining accurate forecasts of call volumes, ensuring optimal staffing levels, and collaborating with internal stakeholders to achieve customer service level targets.

Responsibilities:

  • Develop and maintain accurate forecasts of call volumes, taking into account historical data and real-time demand.
  • Ensure optimal staffing levels are maintained to meet customer service level targets, adjusting schedules as needed.
  • Collaborate with internal stakeholders to ensure all promotions and campaigns are reflected in forecasts and schedules.
  • Prepare regular reports on forecast accuracy, staffing adherence, and other key performance indicators.
  • Identify and resolve issues related to availability, capacity, and scheduling, escalating concerns to Regional Leads as needed.

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.