Workforce Management (Wfm) Specialist

CCC

Are you a passionate Social Media user, genuinely excited to help customers and have an interest in current events in Turkey? Then join our new team and help us to ensure excellent service standards while making a difference in the world!

Overview of tasks:

·         Create shift patterns and plan/schedule necessary staff in accordance to that

·         Use client or internal forecast to accommodate operational needs

·         Check legal requirements with scheduling and take necessary actions if needed

·         Prepare data input for client needs and presentations

·         Review forecast accuracy, and make proactive recommendations to minimize variance

·         Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact the execution of meeting SLAs

What we are looking for:

·         Outstanding analytical skills and number affinity

·         Creative and problem solving oriented

·         Know-how in managing workforce adherence in different lines of business in a multiskill environment simultaneously

·         Excellent MS Excel skills (such as formula calculation, formatting, pivot charts)

·         Communication skills and teamwork

·         Proactive and able to take decisions based on real time situations

·         Innovation and a high degree of flexibility and autonomy

·         Good time management and workload prioritization skills

·         Very good English language proficiency