GENEL NİTELİKLER VE İŞ TANIMI
We are looking for a new colleague for the role ofWFM Traffickerfor our location inIstanbul.
In the role as a WFM Trafficker you will be a crucial person in the capacity for our call center. You and your colleagues make sure the schedule for our agents are processed in a correct manner in our workforce management systems.
Your tasks and responsibilities are:
· Monitoring recurring intraday of realisation vs forecast calls, handling times, shrinkage and coverage. You take the correct steps to ensure that the project KPI's are maintained and achieved on a daily and weekly base.
· Document events and incidents.
· Continuous monitoring of Intraday for the realization of the agent schedules and their productivity.
· Address agents when they are not working according their schedules and/or are not productive and deviations are visible on the project KPI’s.
· Take the correct steps in response to the deviations.
· Conducting and attending meetings with Team leaders and Delivery Managers about the reason of events, problems, and project specifics. You have an advisory role for improving the efficiency to the client team and WFM Business Partners.
· You generate and analyse different reports from automatic generated systems.
Do you fit in this role, within Continuum?
For this role we are looking for a bold and proactive colleague!
· You have a highly developed analytical ability.
· You possess a healthy dose of self-confidence which allows you to motivate your colleagues and maintain good results.
· You have numerical insights and good communicative skills.
In addition, it would be a plus if you have (basic) knowledge of WFM systems like and supervisor CIC.
You also have knowledge of:
· Microsoft Office Suite (in particular Excel).
· Contact centre processes.
We look forward meeting with you!