**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
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.
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.