В сервис пассажирских перевозок inDrive требуется WFM Teamlead.
What you'll do:
- End-2-end workforce management responsibility in high-frequency contact centers in all regions of presence
- Develop capacity plans using a quantitative model to determine the number of staff required to handle the predicted number of transactions for all lines of customer support
- Develop and maintain accurate and efficient scheduling models to meet business objectives, taking into account projected contact volumes, staff availability, and service level targets
- Conduct trend analysis to identify opportunities to improve service levels and operational efficiencies
- Analyze historical data and trends to forecast future contact volumes and staffing requirements
- Work collaboratively with management to ensure CS operational goals are met and exceeded
- Monitor workforce availability and service level in all regions of presence, timely identify and manage spikes ad deviations in workforce and impact on service level together with CS Region heads
- Monitor and analyze key performance metrics (e.g. service level, occupancy, shrinkage, attrition, absenteeism etc.) and provide recommendations to improve operational performance
- Provide regular reports to management on WFM performance, trends, and recommendations for improvement
- Calculate and manage key CS metrics such as Contact rate, Cost per contact, CS cost breakdown, other
- Budget management
- Participate in special projects
Company`s wishes:
- Bachelor's degree in business, mathematics, statistics, or a related field
- 3+ years of experience in a call center environment with a focus on workforce management, scheduling, and forecasting
- Strong analytical skills with the ability to interpret data and draw actionable insights
- Excellent proficiency in Microsoft Excel/Google Sheets and other data analysis tools
- Advanced communication skills, both verbal and written
- Demonstrated ability to work collaboratively with cross-functional teams
- Experience with workforce management software, such as Teleopti, NICE, or Verint, is a plus
- Knowledge of Mobility as a service industry is a plus
- English Advanced/Fluent
Company offers:
- Combined work schedule with the possibility of part-time remote employment
- Unlimited opportunities for professional and career development, regular external and internal training from partners
- Partially or fully paid additional training courses
- The opportunity to become part of an international team of professionals and just good people, who all together create one of the coolest success stories in the global IT industry