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Customer Experience Staffing Optimisation Expert

1 tydzień temu

Gdańsk, Pomerania, Polska TN Poland Pełny etat
Role Summary

This role is critical in delivering exceptional customer experiences through effective staffing planning. The successful candidate will be responsible for collecting and analysing historical staffing data, forecasting and planning staffing metrics and requirements to ensure all service level objectives are achieved at the lowest cost.

Main Responsibilities
  1. Collect and analyse historical staffing data to ensure emerging trends are captured.
  2. Using historical data and business intelligence, forecast and plan staffing metrics and requirements.
  3. Create IDPs (Intra Day performance) used by real-time function.
  4. Implement process improvements within the WFM Scheduling team.
  5. Provide expert advice and guidance to users of WFM modules.
Key Requirements
  • Minimum 3 years' experience in an analytical or planning role within a contact centre environment.
  • Strong working knowledge of resource management and planning methodologies within a contact centre environment.
  • Excellent data analysis skills with high attention to detail.
Benefits Package
  • Flexible working hours between 7-9 am and 8 hours respectively.
  • Hybrid work model with 3 days office and 2 days remote.