Pracodawca - Limango

Our team consists of people who love to act with passion, work with commitment, think outside the box and look for new challenges. Do you think that you are an ambitious and responsible person? Do you establish contacts quickly? Are you characterized by a positive attitude and openness? We are probably waiting for you!

Oferty pracy Limango

Limango

Shop Manager - German speaking

Limango
Limango
Manager umowa o pracę
Planning, coordination and sales of our shop campaigns in the German shop (outlet products and marketplace) Close contact with Category Managers, ...

POLECANA
Wrocław
04-10-2021 POLECANA

Archiwalne ogłoszenia

CUSTOMER SERVICE WORKFORCE ANALYST (M/F/D)
Team leader   |  umowa o pracę
Wrocław
Szczegóły
Zakres obowiązków

As a Customer Service Workforce Analyst in the fast-growing Group Customer Service department that serves the German, Austrian, Dutch and Polish markets, you will be responsible for forecasting, creating and adjusting employee schedules to serve limango customers' requests at the highest possible level. You will also be responsible for analyzing operational KPIs and agents performance and implementing improvements in processes, ways of working and tools. 
In your role you will report to the Head of Group Customer Service.

Your concrete tasks are:

  •  Planning, monitoring, and managing the working time of teams
  •  Arranging schedules based on team preferences and responding to changes (e.g., number of customer contacts) to meet target KPIs (SLA)
  • Create and update staffing and occupancy forecasts at any given time, including collecting, reviewing, and correcting data that can be used for short, medium, and long-term forecasting
  • Create, maintain and improve reports using Excel and other tools (e.g. Tableau)
  • Analyzing performance, operational metrics, looking for correlations between them and initiating changes and improvements in processes, ways of working and tools
  • Reporting of planning information to key stakeholders
  • Supporting Team leaders and People department in recruitment processes
Wymagania
  • With a strong analytical mind, you're able to quickly understand and face challenges that are not lacking in limango. You're a team player and not afraid to trying out new things. What you should also come with:
  • Experience in managing team working hours and using WFM tools
  • Minimum one year experience in a call center environment
  • Good knowledge of ACD, IVR and EMRS systems
  • Very good knowledge of Excel and developed analytical skills (a must)
  • English on min. B2/C1 level (a must)
  • Independence in performance of assigned tasks and organization of own work
  • Ability to communicate in a diverse environment
Limango
80807 München
Georg-Muche-Straße

Pracodawcy z miasta Wrocław