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Scheduling and Traffic Manager

1 tydzień temu

Poznań, Greater Poland Allegro Pełny etat
Job Description

We are looking for an experienced professional to manage our scheduling and traffic management team.

  • The ideal candidate will have at least 5 years of experience in managing people and CX operations or managing a scheduling and contact routing team.
Key Responsibilities:
  • Securing the required volume of employees to handle everyday customers' contact and CX workload by work scheduling (hourly/ daily/ weekly/ monthly), including training planning, by name and skill.
  • Driving command center decisions on routing to in-house and outsourcing manpower resources.
  • Managing advisors' availability during shifts (transactional time, meetings, trainings, brakes).
  • Monitoring and increasing efficiency (accurate number of people needed to incoming contacts/hour).
  • Planning the development of scheduling and traffic management tools.
  • Planning automation in the subject area and supporting its development.
  • Acquiring outsourcing partners and managing relationships with them (processes and procedures of cooperation, invoicing, cost management).
  • Managing the Scheduling and Traffic Management Team.
  • Cooperating with CX People Leaders and other Allegro employees based on Allegro culture fit.

We offer:

  • Well-located offices with fully equipped kitchens and bicycle parking facilities.
  • A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers).
  • Training budget and an internal educational platform, MindUp.