Sofia Stars is an operational company specializing in customer support, risk management, KYC, and related services. We are growing tremendously, and are seeking a dynamic and dedicated individual to join our team as a Workforce Management Specialist.
Role in a nutshell:
Managing service levels for the contact center across departments, products and locations on a real-time basis. Providing real-time mitigations to handle volumes based on agreed staffing, queue management and outage procedures.
Responsibilities:
✔️ Being in charge for short-term intraday forecasting for Volume and Average Handling Time;
✔️ Being in charge for Shrinkage and Attrition trending;
✔️ Responsible for processing all scheduling requests included in the scheduling policies;
✔️ Responsible for maintaining schedules in the Payroll system and internal scheduling files for Operations;
✔️ Responsible for weekly intraday plan discussion with internal and external stakeholders;
✔️ Continuous improvement on the intraday plan process.
Qualifications:
✔️ Ability to create schedules based on the business needs;
✔️ Middle to advanced MS Excel skills;
✔️ Basic to advanced knowledge on contact centre KPls;
✔️ High attention to detail;
✔️ Problem-solving skills and proactiveness;
✔️ High communicativeness across different levels.
Why Sofia Stars?
✔️ Official employment with comprehensive medical insurance;
✔️ Competitive salary and enticing bonus structure;
✔️ Thrive in a dynamic, international company environment;
✔️ Enjoy birthday presents and other special gifts;
✔️ Opportunities for career advancement and professional development;
✔️ Access to sports facilities (through Multisport) and team-building activities;
✔️ Work in a sunny, spacious office with ample amenities;
✔️ Receive thoughtful gifts for weddings and newborns;
✔️ Generous annual vacation days and maternity leave support;
✔️ Indulge in breakfast, food vouchers, fruits, and snacks onsite.
Our recruitment team will check your CV and Portfolio
in a few days. Sometimes it takes more time, so please be patient; we will contact you as soon as possible.
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