Candidatul Ideal
If you are thе type of person that has a solution to every problem, you like keeping thе pace with technology and enjoy sharing your knowledge, then you are our missing piece.
We are looking for:
- Previous call center experience (preferred);
- Previous Work Force Management experience is considered an asset;
- To be fluent in English, any additional language will be considered a plus;
- Basic MS Excel experience (including elementary formula knowledge), Word, PowerPoint and Outlook;
- VBA macros is a great asset to have;
- Experience with WFM systems (IEX, Calabrio), Communication systems (Avaya, Genesys).
Descrierea jobului
Your tasks will be:
- Collect relevant program information about KPIs/Productivity
- Collect information about What if Scenarios/ Alert mechanisms/ Escalation guideline for the account
- Monitor queue
- Manage skills
- Situation management
- BCP situations: Downtime, System issues, etc.
- Routing issues
- Volume allocation
- Planned to delivery governance
- Send Staffing Outlook for present day +1 day at the start of shift to share projected plan;
- Midday reforecast to share plan vs actual delivery and revised O/U (Over-/Understaffing) based on trends and run rate;
- Update shrinkage segments in WFM systems;
- Flagging agents out of adherence via Chat rooms/ extensions/ Phone/ Email;
- Shrinkage reports;
- Skill/Account level Interval report;
- Agent level report;
- RCA (Root-Cause-Analysis) report;
- Schedule adherence reports;
- Feedback to Capacity Planning & scheduling;
- ID management (Optional);
- Handle additional responsilities as assigned.
Join our team of professionals at Foundever and we will offer you:
- Paid professional technical training.
- Transportation cover.
- Monthly performance-based bonuses.
- 30 RON/day meal tickets.
- Private medical insurance.
- Various discounts for restaurants, travelling etc.
- A well-defined career path with many opportunities to grow in different directions.
- Exposure to a multicultural and multilingual environment.
Descrierea companiei
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
At Foundever®, we make things simple.
Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
Create your best moments.
We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.
