Workforce Management Specialist - English - Brasov

Angajator: Arvato Services
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • Brasov
  • Actualizat la: 28.06.2017
    Scurta descriere a companiei

    Arvato is a wholly-owned subsidiary of Bertelsmann AG and since the opening in Romania in 2010, the company has grown fast now having sites in Brasov, Sibiu and Cluj-Napoca where they offer support in the following areas: High Tech, Gaming, E-commerce, Automotive, Finance, Hardware, Software, Sales and Travel in more than 14 foreign languages.

    Arvato is a leading European BPO provider. Over 70,000 employees design and produce customized solutions for business customers from all over the world, covering a wide range of business processes along integrated service chains.

    Cerinte

    • Experience in Calls Center Forecasting, Capacity Planning, Scheduling (Workforce Management) and/or Reporting is an advantage
    • Proficient use of MS Office Application with focus on MS Excel (working with large amount of data, examining, structuring and displaying the results in an operations user friendly format
    • English proficiency and comprehension
    • Self-motivated and structured, hands-on and independently working individual
    • Demonstrated analytical, organizational and prioritization skills
    • Adaptability, attention to details and capacity to easily find solutions
    • Excellent communication and presentation skills internally and externally
    • Team Player who is open for feedback and criticism
    • Understanding of relative impact, costs and benefits of potential actions
    • Ability to adapt to fast changing business needs

    Responsabilitati

    • Supports internal departments in different countries with forecasting, staffing and scheduling
    • Delivers all reports required on project activities
    • Completes all required tasks in given timeframe and parameters
    • Creates and maintains shift profiles and scheduling rules with the WFM software
    • Monitors intra-day contact volumes, service levels and other key call center metrics and recommends actions to take when appropriate
    • Ensures that reports and schedules are timely and accurate
    • Ensures that reports are properly labeled and filed and the history is maintained to enable future analysis;
    • Documents all procedures of the analysis and makes the necessary recommendations to management
    • Identifies improvement needs in processes / procedures and communicates them to management
    • Ensures compliance with company regulations with regards to Data Security and Protection StandardsSupports internal departments in different countries with forecasting, staffing and scheduling
    • Delivers all reports required on project activities
    • Completes all required tasks in given timeframe and parameters
    • Creates and maintains shift profiles and scheduling rules with the WFM software
    • Monitors intra-day contact volumes, service levels and other key call center metrics and recommends actions to take when appropriate
    • Ensures that reports and schedules are timely and accurate
    • Ensures that reports are properly labeled and filed and the history is maintained to enable future analysis;
    • Documents all procedures of the analysis and makes the necessary recommendations to management
    • Identifies improvement needs in processes / procedures and communicates them to management
    • Ensures compliance with company regulations with regards to Data Security and Protection Standards

    Alte informatii

    Our offer
    • Attractive salary package
    • Working in a young motivated team
    • Personal and professional development
    • Working environment at international standards

    Only the selected candidates will be contacted for further interviews.

    The position is available in Brasov