Workforce Manager

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. ‍Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don't follow formats. We shape them. We build what works, launch it fast, and make sure it hits.

As the number of CS agents continues to grow, the CS Team is seeking Workforce Manager to effectively handle the rising volume of second-line escalations. This is on-site position from Warsaw office

Responsibilities:

Taking care of internal CS systems:

- Supervise and enhance workflows to boost the efficiency of the support department.

- Analyze agent data to identify areas for improvement and discover opportunities for refining internal workflows.

Collaborate with other teams to implement process improvements.

 Data Analysis:

- Leverage advanced features of Google Sheets and Excel to analyze ZenDesk data and generate insightful reports.

- Construct Slack automations to optimize the support team's workflow.

 Problem-Solving:

- investigate and resolve internal management issues using problem-solving skills and insights from data.

 Collaboration:

- Work closely with the Support Operations Manager to implement strategies for continuous improvement.

 Schedule Planning:

- Utilize Tymeshift to achieve optimal schedule coverage, overseeing departmental operations and addressing any issues.

 Maintenance of Zendesk Guide Help Center:

- Enhance our help center page through regular reviews and updates, including the addition of new articles. Stay informed about the latest changes in the website's terms and conditions to ensure accurate and up-to-date information is provided to the client.

 Creating and monitoring ZenDesk ChatBots:

- Improve customer experience by creating custom ChatBots and provide insightful information to the client's query.

 Internal and External Communication:

- Communicate internally in CS team and externally with different departments within the company to report, address and resolve any matters

 Problem Solution

- Identify issues within the team and / or within the brand by analyzing data and processing customer feedback. Escalate / follow up with management and relevant departments to implement/find solutions.

 Reporting and analyzing data

- Utilize available data to identify trends, changes and root causes. Report the data and findings directly to the Head of Support on a daily basis.

 Zendesk new website set up and maintenance

- Creation of new chat widgets and emails integration

- Omni routing for customers to reach the correct agent

- User name set up and account access support 

 Qualifications:

Proficiency in English, both written and spoken;

Ability to create schedules based on the business needs

Middle to advanced MS Excel skills

High attention to detail

Problem-solving skills and proactiveness

High communicativeness across different levels 

Familiarity with ZenDesk & Humanity applications is a plus.

What we offer:

Official employment and full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);

Competitive salary and attractive bonus scheme;

Working in a dynamic International company;

Birthday celebration present;

Ability for career and professional growth within the company;

Sportscard (Multisport) - partly covered & team-building events and activities;

Sunny, spacious office;

Wedding and newborn gifts;

Time for proper rest and 20-25 working days of annual vacation, maternity leave support;

Breakfast, food vouchers, fruits, and snacks available in the office.

Bold moves start here. Make yours. Apply today 

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