Responsibilities:

• Ensure team tasks and deliverables are performed accurately and in a timely manner
• Establish performance objectives for all resources
• Recommend, implement, and ensure that processes being utilized follow industry best practices
• Conduct impact and trend analysis to recommend solutions that drive cost-effective strategies
• Coordinate and align with Customers on scope, processes, and guidelines
• Primary point of contact for Customer
• Work with Customers on initiatives to support new business growth
• Guarantee proper escalation paths are followed

Requirements:

• Minimum of 1 year in the current position
• At least three (3) years of Workforce Management experience within the call center/customer service industry
• Strong knowledge of call center operations and organization
• Fluency in English language
• Excellent oral and written communication skills
• Experience managing a team
• Above average knowledge of MS Office Applications ( i.e. MS Word, Excel ) & Google suite package (spreadsheets, data studio, slides, etc.)  as well as call center-specific software and applications (i.e. Verint, IEX & CMS)
• Specialist in workforce management processes, concepts, and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)
• Strong understanding of local country labor laws and regulations
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
• Adaptive to changing work schedules and working hours
• Result and Customer-oriented
• Must be able to respond quickly and intelligently in a fast-paced environment, making calculated decisions under pressure
• Bachelor’s Degree in Finance, Accounting, Engineering, Business Administration, or Logistics would be considered an advantage

We offer:

• Fully paid training
• Stable job and career development opportunities
• Attractive salary
• Additional health insurance
• 50+ benefits and services to choose from
• Positive international working environment
• Support and learning
• Employee referral bonuses

We care about the well–being of our employees, invest in their future growth, and encourage fun and team-building projects!