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
ability to meet service levels
· Document and report all detailed information on software downtime and take proper escalation steps
· Ensure service levels are being achieved
· Provide any relevant reporting
· 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
ability to meet service levels
· 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
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
• 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