BackPosted on 28/04/2016
Workforce Management Coordinator
Full time |
Salary type not mentioned
Salary not mentioned |
As Workforce Management Coordinator you provide daily guidance, direction and oversight of the workforce within Client Operations. You are responsible for capacity planning, scheduling, daily service management. You will be reporting to the Director Operational Excellence and working closely with the different teams.
Your Key Responsibilities:
Responsible for optimizing of customer service staffing (60 people) and delivering real-time matching of workforce supply while driving service delivery efficiencies and agent satisfaction.
Responsible for implementing best practices in workforce management across the customer service teams.
Lead the deployment of the workforce management tool.
Create weekly accurate schedules and oversee daily schedule conflicts, adherence issues and occupancy concerns.
Analyze and interpret current customer interactions volume data to determine staffing needs and ensure service levels and customer satisfaction goals are met.
Identify and analyse customer interactions volume trends and averages on a monthly, quarterly and yearly basis and communicate necessary adjustments in the workforce plans.
Lead the resource allocation for on-going projects with Client Operations.
Collaborate with team leaders and managers to coordinate processes and identify opportunities for service improvements to meet the operational and strategic needs of the business from a workforce perspective.
For this challenging function, we need a talented individual with customer service and workforce management skills. As candidate you match following requirements:
A minimum of three years of workforce management experience is required
Experience in a Customer Care environment is required
Advanced knowledge in the following functional areas: workforce management, operational analytics, process improvement and customer service operations
Experience with a workforce management system such as Interactive Intelligence WFM is a plus
Demonstrated proficiency in Microsoft Office applications, especially Microsoft Excel, is required
Passion for excellence and dedication to provide efficient customer service
Ability to pro-actively develop/modify process, establish procedures and execute plans
Analytical problem solver who is able to work with minimal supervision
A hands-on attitude towards the implementation while always keeping the helicopter view
Reliable, sense of responsibility and commitment to results
Proven innovation, flexibility, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
Excellent oral, written and interpersonal communication skills in English. Other European languages (French, German, Spanish, Dutch...) are an asset
GROW WITH US
Interested in a career in e-commerce? Surf to the full job description online and apply now !
As a leading global digital payment service provider, Ingenico Payment Services provides a seamless response to the complexity of payments, whatever the channel: online, mobile and point-of-sale. Offering innovative e-commerce, multi-channel, financial, and marketing solutions, it helps merchants to manage, collect and secure their payments, prevent fraud and increase their revenues through higher conversions. Ingenico Payment Services is part of the Ingenico Group, the global leader in seamless payment.
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