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Work Force Management Coordinator

UWAGA!
Ogłoszenie straciło swoją ważność dnia: 2019-08-15

Who are we?

Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight-management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries. Herbalife is a publicly traded company on the New York Stock Exchange (NYSE: HLF) with more than 8,800 employees and millions of customers. The company reported net sales of $4.9 billion in 2018. 

Our company offers a culture focused on your career to help you expand your talents and a chance to change lives.

For over 35 years, we've known that good nutrition leads to a better life. If you're ready to help us on our mission for nutrition, we want to hear from you today.


Work Force Management Coordinator

The role

As WFM Coordinator you will be responsible for sub-regional support of Contact Centres in daily activities, regional reporting, data analysis and Headcount calculations as well as scheduling and forecasting. Acting as support on regional Herbalife events in the Crowd Control area.

You will be responsible for:

  • CISCO Reporting:

    • Assure data correctness and report any issues to Regional WFM Manager

    • Maintain correct data distribution by updating the reporting distribution list

    • Review on Daily / Weekly / Monthly basis the CC performance and update local Member Services management

    • Escalate if necessary to Regional WFM Manager

    • Assures proper Representatives behavior while working with local Management (RONA calls, NR Codes Usage, Team Utilization)

    • Follow up on tickets created for Cisco issues

  • OBIEE Dashboards

    • Assure data correctness and report any issues to Regional WFM Manager

    • Responsible for requesting access to Dashboards for in country Management

    • Reviews performance using the dashboards with local Member Services management

  • Analytics

    • Tracks CC performance and escalates any issues to Regional WFM Manager, provides local ad-hoc WFM reporting support

    • Provide in country Management with monthly Management Reports

    • Support with explanation/creation of Management Reports

    • Verification of provided reports/troubleshooting

    • Provide Agent Performance Reporting

    • Ad hoc reporting related to CRM, Cisco, Complaints dashboards, Member behavior

    • Support with new users in MS Teams to be included in all relevant reporting

  • Headcount Analysis

    • Produces Headcount analysis corresponding to current trends/challenges

    • Gather relevant information from Countries to be able to perform HCA

  • Scheduling & Forecasting

    • Updates the Forecasting & Scheduling tool and presents the Scheduling plan to local MB Supervisors on weekly basis

  • CRM Trend Analysis

    • Provides reporting on current Members contact trends based on CRM

    • Review and escalates to regional WFM Manager, if necessary, CRM Logging rate performance

  • Training & Adminstration

    • Provides local training on WFM Best Practices and reporting

    • Intranet pages updates related to CC and WFM events, projects and activities

Requirements:

  • Min of 3 years experience in Contact Centre preferable
  • Minimum Bachelor degree

  • Good spoken and written English knowledge

  • Good Office knowledge

  • Proficient with numbers

  • Analytical skills

  • Good communication skills

  • Ability to work in virtual groups

  • Readiness to travel

We offer:

  • Participation in interesting and challenging projects in global structures. 
  • A unique opportunity to professional growth and personal development within international environment.

  • Attractive salary, bonuses and benefits package including Luxmed VIP medical package,

  • Multisport Card, private insurance, entertainment events and many others.

  • Good atmosphere at work and comfortable working environment with Herbalife food, drinks and game corner.

  • No dress code

  • Flexible working hours

  • Chance to share your ideas and continuously improve our processes.

  • Opportunity to build up your expertise through coaching, soft skills and training sessions.

Zawód:
Manager
Miejsce pracy:
Kraków
Forma zatrudnienia:
praca stała
Oferta dodana w dniu:
2019-07-16
Oferta wygasła w dniu:
2019-08-15
Liczba odsłon ogłoszenia:
563
Tak, chcę otrzymywać oferty pracy na e-maila!

(klauzula informacyjna)

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