Scheduling and Traffic Management Lead
5 dni temu
Company Overview:
Allegro Group is a leading e-commerce company in Poland, offering a wide range of products and services to its customers.
As a Scheduling and Traffic Management Lead, you will play a critical role in ensuring that our operations run smoothly and efficiently.
You will be responsible for scheduling and traffic management, driving command center decisions, and managing advisors availability during shifts.
Main Responsibilities:
- Scheduling and traffic management
- Driving command center by decisions on routing to inhouse and outsourcing manpower resources
- Managing advisors availability during shifts (transactional time, meetings, trainings, brakes)
- Monitor and increase efficiency (accurate number of people needed to incoming contacts/hour)
- Planning the scheduling and traffic management tools development
- Acquire outsourcing partners and managing relation 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
Requirements:
- At least 5 years of experience in managing people and CX operations/customer service or managing the scheduling and contact routing team
- Excellent analytical approach, business acumen, and problem-solving skills
- Able to manage change across teams
- Capability to create structured and synthetic documents
- Effective and structured communicator
- Proficient in Polish as well as English (min B2)
Benefits:
- Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools
- 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)
- Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise
- Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)
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