| Описание: |
inDrive is an international ride-hailing service headquartered in Mountain View, CA. inDrive app's downloads exceed 150M, we are operating in more than 647 cities in 46 countries. We are seeking for a Workforce Management Operations Specialist to join our Customer Support team and help us take care of precious ones - our customers! What will you do: -
Creation and maintenance of forecasting/scheduling plans with accurate and efficient scheduling models to meet business objectives on the assigned lines of support; -
Monitor and optimize ongoing performance on all lines (agents shift planning and optimisation) -
Control variations between staff available & required per given interval and provide adjustment solutions; -
Analyze historical data and trends to forecast future contact volumes and staffing requirements, identify opportunities to improve service level and operational efficiencies; -
Creation of required statistics, charts and reports after data is analyzed; -
Define and establish operational KPI metrics and draw WFM-related dashboards; -
Monitor and analyze key performance metrics (e.g. service level, occupancy, shrinkage, attrition, absenteeism) and provide recommendations to improve operational performance; -
Calculate and work out key CS metrics such as Contact rate, Cost per contact, CS cost breakdown, for the assigned lines of support and regions; -
Understand BPO management - Control of staffing and available resources while taking into account the forecast targets; -
Optimize the possible handled volume for all channels to ensure the forecast is met within predetermined KPIs and the optimal allocation of skills; -
Managing invoicing process - processing payments based on service provided; -
Constant knowledge improvement in tasks and tools and focus on continuous development; -
Communication interface to employees - Work closely with various regional and local counterparts/partners on WFM/operational topics. Requirements: -
Preferably business education /desirably work experience in Customer Service Centers; -
Technical proficiency in Google Suite/ MS Office tools; -
Preferably experience in scheduling/capacity planning; -
Experience with any planning/scheduling software beneficial; -
Excellent understanding of numerical reasoning and analytical thinking; -
Good command of English (spoken and written) is mandatory, at B2 level minimum; -
High communication and interpersonal skills; -
High resilience and flexibility; -
Analytical, structured, result-driven approach and a high level of initiative; -
Attention to detail and accuracy; -
Ability to analyze critical situations in the context of operational planning with the aim to present solutions; -
Ability to interpret complex contractual facts in regards to the components of WFM cycle What we offer: -
Competitive salary -
Remote work mode and flexible schedule -
Diverse internal training programs -
Partially or fully paid additional training courses -
All necessary work equipment |
