Job Description

Responsibilities :

• Creating schedules for teams based on business needs, tracking and reporting attendance, calculation of working hours and bonuses
  

• Monitor all phone queues/chats and ensure team is adhering to schedules
  

• Coordinate all meeting, training, coaching and other off the phone times to ensure no conflict with handling of call volume
  

• Solicit overtime when needed and take a more proactive approach to soliciting overtime i.e.: when understaffed due to illness or training
  

• Generate daily phone interval and service level reports and analyze to make decisions on staffing and identify important trends which impact the
  

• Document and report all detailed information on software downtime and take proper escalation steps
  

• Ensure service levels are being achieved
  

• Provide any relevant reporting

Requirements

Very good communication skills

Very good Excel skills

Exceptional Analytical skills

Proactive and able to follow through to ensure desired results

Flexible and takes responsibility

Outstanding time management and multitasking skills

English language

Company offers

Stimulating and challenging tasks within an international environment

• A variety of campaigns and market sectors
  
• Opportunities to influence and develop your own work situation
  
• Motivating salary
  
• A chance to become part of a lively and dynamic group