Workforce Management Specialist, Bulgaria
Crypto.com
This job is no longer accepting applications
See open jobs at Crypto.com.See open jobs similar to "Workforce Management Specialist, Bulgaria" Blockchain Association.Job Responsibilities:
- Ensures the schedule makes effective use of resources while meeting service objectives, team specialties, and agents’ preferences. Communicates with Customer Success Team Leads and performs schedule adjustments as needed;
- Responsible for reporting related to Workforce Management including, but not limited to daily volume and productivity reports, schedule adherence reports, monthly scorecards, monthly reports for payroll;
- Captures, stores, and reports on historical statistics (volumes, KPIs, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances;
- Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement;
- Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement.
Job Requirements:
- The Specialist should preferably have profound knowledge of the applicable contemporary practices in the field of Customer Service, including but not limited to understanding of operational matters regarding Customer Service;
- The Specialist must have a reasonable understanding of the Company’s business, its technical, financial and organizational structure;
- Able to communicate effectively with people at all levels both inside and outside the Company;
- Strong written and verbal communication skills;
- Should act with integrity, initiative, perseverance, discretion, ability for respect the personal dignity and rights of each employee, interest in the fintech industry;
- Motivation to occupy the position;
- Advanced level of Microsoft Excel and/or Google Sheets.
This job is no longer accepting applications
See open jobs at Crypto.com.See open jobs similar to "Workforce Management Specialist, Bulgaria" Blockchain Association.