Workforce Management & Management Information Consultant

The person we’re looking for will be responsible for building analytical reports regarding to call center issue (sales, customer care KPI’s) and maintaining a productive workforce in order to obtain high level of customer service standards

Main Duties:

• Cooperating with team leaders, managers and HR team in order to ensure effective work and desirable results of CS
• Leading for quality and integrity of every information in reports and analysis
• Planning of substitutes of incidents
• Dealing with forecasting due to demands, scheduling, tracking, monitoring and reporting contact statistics
• Effective forecast future contact demands and ensuring the call centre is consistently prepared to meet the targets
• Identifying and searching adequate service level for possible risks
• Ensuring consistency of data collection across all sources and providing data in a timely fashion
• Liaise with all relevant departments to meet the management information needs of all relevant teams

Requirements:

• Graduate degree
• Good English command
• 2 years of experience in analytical, financial or planning area
• Strong backgrounds in call centre area
• Experience within a multinational company
• Very good statistical and analytical skills
• Knowledge of Avaya or Avaya knowledge - will be an asset
• Knowledge of work force management tools (Aspect, BluePamplin, Witness – will be an asset
• Excellent knowledge of Excel

We offer:

• Possibility of working in a multinational, dynamic environment
• Chance to develop within the company
• Competitive salary and bonuses package