Position: Scheduling Analyst
Location: Gdask Poland
Work Model: hybrid
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Incorporate client requirements such as training coaching and feedback sessions as well as forecasting future needs based on skill distribution and agent preferences
- Recommend solutions to conflicts that arise in schedules
- Handle special scheduling requests from agents or clients
- Collaborate with operational points of contact to schedule activities like unplanned & planned absences or offqueue times effectively
- Offer weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation
- Maintain and update employees skills special scheduling agreements vacation entitlements and contractual information within the scheduling systems database.
REQUIREMENTS:
- At least 2 years of experience in a call center and/or 1 year specifically in workforce management
- Excellent oral and written communication skills specifically minimum B2 English level
- Familiarity with workforce management processes including staffing projections scheduling and metrics monitoring is preferred
- Aboveaverage knowledge of Google Suite applications (Sheets Slides) and MS Office applications (Word Excel)
- Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
- Decisionmaking Skills: Ability to showcase innovation good judgment and problemsolving skills when making decisions related to scheduling and resource allocation.
OFFER:
- Freedom to implement your own ideas in a highly motivated team
- Close cooperation with other departments
- A demanding and comprehensive area that encourages shaping customer service for our key partner
- Internal training and learning opportunities
- Career opportunities in an international company
- Committed and motivated Team
- Private medical healthcare
- Medicover Sport card
- Co financing of online courses on three different platforms
- And many others!