Are you an experienced workforce management specialist with a passion for delivering exceptional service? Does designing and launching plans to increase staffing efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!
Role background
We are looking for a Workforce Management Specialist to join our team in Serbia!
As our Workforce Management Specialist you will collaborate with our Planning, Scheduling, and Intraday functions making sure our Support scheduling routines are seamless and our Support teams are set up for success.
With support from your lead and wider Workforce Management (WFM) team, and in collaboration with your Operational stakeholders and Intraday teams, you will play an integral role in enhancing our Support scheduling operations to achieve optimal accuracy and service levels.
What you'll be doing
You will own scheduling across your country or countries, and build out the best scheduling routines to optimize scheduling accuracy and Service Levels
You will develop and control standardized processes and policies to effectively manage agent time-off requests, planned absences, and shrinkage. You will ensure that all shrinkage factors (e.g breaks, training, meetings) are well predicted and accounted for
You will analyze historical data, predict demand patterns, and assist in mid-term planning to ensure workforce aligns with forecasted demand
You will produce and analyze reports on workforce metrics, such as occupancy, adherence and shrinkage, providing actionable insights to optimize schedules
You will work with your counterparts across our other countries to standardize our ways of working and develop global scheduling routines
You will listen to our Support team members and find ways to improve their shift scheduling experience
You have experience in a contact center workforce management role with a specific focus on scheduling responsibilities
You are proficient in workforce management scheduling tools (e.g NICE, Verint, Aspect, Calabrio, Assembled)
You have advanced Excel skills for scheduling and data analysis
You’ve got a strong analytical mindset with the ability to interpret data, identify trends, and apply insights to create efficient and balanced schedules
You are able to work meticulously, ensuring that every schedule is accurate, fair, and aligned with our operational needs
You have clear and concise communication skills to provide scheduling insights and recommendations to both agents and leadership
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!
We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!
