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Call Centre Analyst/Coordinator
Miejsce pracy: WarszawaRole overview:
The position of Call Centre Analyst/Coordinator is critical in maintaining Customer Service Level Agreement goals in Europe. The role reports to Service Level Supervisor under Head of Customer Service and will be based in Warsaw. CC Analyst/Coordinator will work closely with multiple teams across Elavon both within and outside Operations. The position requires strong analytical, time and project management skills. Ideal candidate should possess effective communication skills, as role requires chairing meetings with people at a different seniority levels. This role suits candidates with background in data analytics, being able to prioritize tasks with minimal supervision and ability to work under constant time pressure.
General summary:
Responsible for analysing contact centre trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives. May recommend operational improvements.
Essential functions:
- Analyzes call traffic and staff productivity/availability to build daily/weekly/monthly staffing/scheduling plans to ensure timely response to customer needs.
- Maintains the scheduling system by obtaining and keying CSR-level information, such as time off requests, requests for schedule changes, attrition, new hires, etc., then adjusting staffing/scheduling plans as necessary.
- Maintains and produces a variety of contact center reports in a timely and accurate manner.
- Maintains historical call and AHT patterns. Analyzes historical and other MIS data to build predictive staffing models and forecasts and make staffing recommendations to management.
- May assist with training system users.
- May assist with the research and/or implementation of new or revised scheduling software.
- May perform special project work as assigned.
Requirements:
- Flexibility to cover weekdays/weekends at 6 AM & 3PM shifts
- Full proficiency in verbal and written English
- Good analytical skills
- Strong interpersonal & communication skills
- Knowledge of CS English portfolio will be an asset
- Above all - willingness to learn!
We offer:
- Full time position, employment agreement;
- Excellent package including:
- Complex medical care,
- Group insurance,
- Multisport card,
- Language classes;
- Highly professional, multicultural environment and high standards of work;
- Work in a dynamic team with a supportive inclusive culture and strong values;
- Professional trainings, opportunity to develop career path in organizational structures, support in career planning;
- Interaction with Clients and Colleagues across the globe;
- Good atmosphere at work and comfortable working environment;
- Opportunity to participate in social and community projects.
