Workforce Management Specialist

Ca angajat CGS România vei beneficia de un program de lucru flexibil, în funcție de nevoile tale, cât și vei participa la sesiuni de formare și training-uri intensive pentru a îți îmbunătăți cunoștințele și pentru a putea să îți îndeplinești cu brio atribuțiile. Te vei alătura unei echipe entuziaste și dinamice ce te va ajuta la dezvoltarea unei cariere de succes, într-un mediu fun și interactiv, înconjurat de prieteni.

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• Degree in Statistics would be considered a plus
• Advanced knowledge of all levels and functions of mathincluding experience with statistical modeling is considered a plus
• Advanced knowledge of Microsoft Word, Excel and Access (especially Excel)
• Excellent verbal and written communication skills
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multitasking
• Strong attention to detail
• Any experiences had with a similar position and/or working with specialized software would be considered a plus
• Experience in the contact center environment / excellent knowledge of specific KPIs
• Ability to work under pressure
• SQL, MySQL and/or VBA knowledge constitutes a plus
• Fluency in English
• Responsible person, organized, flexible and adaptable

• Managing the performance of the contact center by providing analysis of historical patterns in order to forecast future call-volumes
• Developing and modeling schedules that ensure service levels are achieved while balancing employee preferences
• Developing and maintaining historical reporting
• Maximize resource utilization
• Working with cross-departmental contacts to gather information that will impact forecasting
• Developing complex, statistical analysis of historical data
• Review and understand call arrival patterns, seasonality impacts, and new business decisions to generate accurate forecast volumes at an interval level

Benefits:
• An undetermined contract;
• Account to an online library;
• A 7card membership;
• Meal Tickets;
• Personalized offers for phone subscriptions and accesssories;
• Incentives(monthly) and also bonuses(quarterly) for our employees – financial and non-financial;
• The opportunity to take your career to the next level and apply for a middle/ upper management position in CGS;
• Your own star in CGS Walk of Fame for bringing innovation and a fresh perspective in our company.