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Job Description

Role Purpose:

•    Monitor the agents & daily activities vs. the plan received from scheduling team
•    Communicate with internal/external stakeholders to address real-time challenges
•    Support the operation in day-to-day requests & ad-hoc once asked
•    Provide daily reports to clients and analyze performance data for operations management.
•    Identify trends and potential issues in real-time operations, proactively recommending adjustments to staffing and scheduling adjustments
•    Driving performance through effective intraday tactics
 




Skills, Attributes and Behaviors

    Excellent communication and interpersonal skills.
    Develops and maintains positive working relationships with others
    Conflict resolution
    Teamwork
    Capable of teaching and mentoring others
    Dependability & loyalty
    able to work independently with minimal supervision
    Strong analytical and numeric skills
    Effective problem-solving capabilities
    Detail-oriented with strong organizational skills.
    Shares ideas and information
    Assists colleagues spontaneously
    Takes pride in the achievement of team objectives
    Has credibility with peers and senior managers
    Self-motivated and results-driven
    Committed to high customer service standards and exceeding expectations.
    able to multitask while maintaining high-quality standards under tight deadlines
    Ability to prioritize workload, and perform multiple tasks with attention to detail
    Capable of working effectively under pressure




Knowledge, Experience & Education

    University degree
    Proficiency in German at the C1 level is required.
    Good command of English, both written and spoken.
    Very Good command of MS applications especially Excel and PowerPoint.
    + + Following skills/Knowledge is a plus
•    Call centre experience
•    Knowledge of workforce management 
•    knowledge of the call centre industry and key metrics that drive performance such as AHT, Shrinkage, NPS, FCR, Final Fix,
1st Fix & CS 
•    Familiarity with the following tools
o    Verint
o    Excel Power Query
o    CCS tool
o    Citrix Tool
o    Share Points
o    Genesys




#VOIS#WeMoveTheWorld#MoveWithUs


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