Scheduling and Traffic Management Lead

7 dni temu


Poznań, Greater Poland Allegro Group Pełny etat

Allegro Group is seeking a skilled Scheduling and Traffic Management Lead to join our team. In this role, you will be responsible for securing the needed 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.

The successful candidate will drive the command center by making decisions on routing to inhouse and outsourcing manpower resources, manage advisors availability during shifts (transactional time, meetings, trainings, brakes), monitor and increase efficiency (accurate number of people needed to incoming contacts/hour), and plan the scheduling and traffic management tools development.

You will also acquire outsourcing partners and manage relations with them (processes and procedures of cooperation, invoicing, cost management) and manage the Scheduling and traffic management team.

We are looking for someone who has at least 5 years of experience in managing people and CX operations/customer service or managing the scheduling and contact routing team, has in-depth knowledge of CX operations, quality measurement, and efficiency improvement, and can dive deep into facts to guide their actions and decisions.

As a key member of our team, you will have analytical approach, business acumen, and good problem-solving skills, be able to manage change across teams, create structured and synthetic documents, and communicate effectively.



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