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Работа в България?
Sofia, 38 Cherkovna Str, floor 1, office 4 // Varna, 19 Dimitar Ikonomov Str, floor 1, office 1 // Krakow, O3 Business Campus III, Opolska 110, 31-323, floor 4, City Space

Pontica Solutions

Бургас

Workforce Planner

Описание на длъжността

**All interviews will be conducted remotely (online or by phone).

Pontica Solutions is an award-winning BPO company that offers great opportunities for young professionals in the field of customer success, people management, project management, marketing and IT. As we are growing fast, we are looking for a motivated professional to join our team.

Изисквания за длъжността

YOUR ROLE:

  • Provide the team with a working schedule for the business month, incorporating all client requirements (i.e. retraining and feedback) and forecasting and scheduling assumptions
  • Make adjustments and recommendations for optimizing scheduling to maximize service and quality.
  • Ensure the customer success teams are adequately resourced to achieve targets and service level thought planning.
  • Monitor trends, attrition, and flag any changes that may improve resource allocation
  • Analyze and prepare bonus reports
  • Establish key relationships and work closely with the management team.

REQUIRED SKILLS:

  • Minimum 1 year experience in the BPO industry
  • Expert-level knowledge of MS Excel
  • Familiarity with WFM processes would be considered as a huge advantage
  • Fluent in English (C1)
  • Attention to detail
  • Strong analytical and problem-solving skills
  • Ability to work in a dynamic work environment and meeting deadline

WHAT WE OFFER:

  • An attractive remuneration + annual bonus and annual review
  • We are flexible – you can work from home or in the office.
  • Trainings and extensive performance improvement programs.
  • Open-minded management team promoting innovation, personal and professional development.
  • Employee referral bonuses.
  • Permanent employment; full-time.
  • Employer: Pontica Solutions AD.

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