Workforce Management Traffic Analyst İş İlanı
İşveren Hakkında
- Antalya(Konyaaltı)
- Çağrı Merkezi Ürün ve Hizmetleri
GENEL NİTELİKLER
Specific Responsibilities
- Monitoring the contractual KPI’s (key performance indicators), followed by needed corrections. All actions need to be taken in accordance with the procedures;
- Adjust resources schedule based on the information received via email/ phone/ tickets in order to make sure that we have the right capacity at the right time, toachieve targets;
- Monitor in specific systems the agent’s performance, absenteeism and availability to the schedules. Takeactions if there are differences between what was planned and actual results, following the procedures;
- Record relevant events and incidents;
- Review weekly schedules and determine if the best optimization for the available agents is in place, according with expected workload;
- Keeping up to date daily/ weekly documents.
Required Skills and Abilities
- Native German and advanced English language skills
- Previous experience is preferrable
- MS Excel proficiency
- Positive attitude and team player
- Excellent communication, interpersonal and organizational skills
- Proficient with Microsoft Office, computers/Internet, and related technologies
- Strong decision-making and problem solving skills
