Candidatul Ideal
Due to our continued growth, we have an exciting opportunity for you to join a thriving, growing team who are responsible for the production of accurate and effective workload forecasts across multiple lines of business and campaign.
You will be responsible for workforce management activities and ensuring that we have the right people with the right skills in the right place, at the right time!
Descrierea jobului
In order to be eligible for applying, an experience of at least 3 years in the Resource Planning/WFM field is required.
What To Expect
As a Resource Planner, you will be responsible for forecasting, scheduling, handling resource management matters and supporting the real-time operation team to allow us to deliver the best service to our client’s customers.
Your responsibilities will include, but are not limited to:
Responsibility for the end-to-end resource planning cycle in various environments across one or multiple campaigns.
Forecasting in a multi-channel environment.
Liaising with operational and support teams to ensure the account has required staffing to service demand.
Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.
Attend daily/weekly calls to present and discuss the current resourcing position with both clients and internal stakeholders.
Providing required management information to allow business areas to manage holidays effectively.
Constantly evaluate changes short, medium and long term demand and adjust forecast and staffing in an agile and appropriate manner.
Any additional support needed in the Resource Planning/WFM area in terms of reporting/advising etc.
About You
We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.
We think big and we’re looking for team members who think bigger, achieve more, and work smarter.
If you have the following skills, we want to hear from you!
Have a good knowledge of Romanian labour legislation
Highly Advanced Excel skills
Calabrio / Teleopti Experience – Preferred, but not essential
Resource Planning experience in a call centre environment
Understanding of contact centre resourcing and modelling techniques
Strong analytical and strategic thinker
Ability to work under pressure
Exceptional attention to detail
START DATE: ASAP
Training: Will be provided by us and paid.
Descrierea companiei
Ascensos is an award-winning omnichannel contact center dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.
Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors.
Customer service careers can be extremely rewarding, and the Ascensos culture is a huge part of what makes us the employer of choice for so many.
With operations in the UK, Romania, Turkey, Trinidad and South Africa, we are fully invested in empowering our colleagues to thrive because we are committed to our teams' success.
We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.
We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as
LGBTQ2SI.
Looking forward to having you in #theAteam!
