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Детали за огласот

  • DEKRA MACEDONIAОхрид
  • Плата нема информација
  • Вид на вработувањеНеопределено
  • Број на работни места1
  • Контакт телефонРокот за аплицирање е завршен
  • Контакт емаилРокот за аплицирање е завршен
  • Веб странаhttp://www.dekra.mk/
  • Код на огласотTGIJIJI

(Неактивен) - MANAGER OF WORKFORCE MANAGEMENT

Детали за огласот

Based in the heart of New York City, Slice connects the proud pizza makers with customers who are just as passionate about their pizza. In Macedonia, the Slice team is in direct contact with their U.S. partners and customers on a daily basis. Their teams in Ohrid and Debar work hand-in-hand with their New York City office to coordinate support, marketing and information efforts.

For their office in Ohrid Slice seeks driven individuals to fill in the role of:Manager of Workforce Management

Job description:

Forecasts: Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical/planned and anticipated volume across all contacts both short-term, medium-term and long-term; Monitors real time contact volume both call (Talk Desk) and email/chat (Customer) support and associated service levels and staffing requirements; Trends real time call arrival patterns and adjusts staffing accordingly; Identify call routing anomalies using real time monitoring applications; Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments. Staffing Recommendation for staffing requirements to meet forecast demand and communicates shifts to appropriate team members; Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use; Manage distribution of staff and tasks across all operations teams. Scheduling Build and manage sophisticated scheduling program for all teams with time sensitive tasks Customer Support - all channels Order Processing Phone order transmission team Build and manage sophisticated scheduling program for all back office teams Link Management Team Twilio Menu Scheduling should ultimately cater for: Extreme flexibility Balance between employee preferences and business needs Balance between exceptional service levels and underutilization of scheduled staff Reporting Build and maintain contact and team dashboards Track individual and team productivity, with driver analysis. Communicate weaknesses and risks to relevant managers Identify opportunities to increase performance and productivity across Operations Budget Maintain current and accurate agent group inventory and schedule recruitment / training as Build out, maintain, and ensure that we operate within agreed upon budget Collaborate and align with finance team monthly Systems management Recommend and implement the best workforce management system to serve business needs for the next 2 years Own ongoing management of these systems Maintain current and accurate agent skill set inventory and schedule recruiting / training
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