Workforce Manager
hace 5 días
As a leading refurbished electronics marketplace, we're committed to empowering people to consume tech sustainably. Our mission is to provide high-quality, accessible, and eco-friendly alternatives to buying new electronics.
About the RoleWe're seeking an experienced Workforce Manager to join our team in driving operational excellence. As a key member of our BPO operations team, you'll be responsible for monitoring email queues, managing backlogs, minimizing phone wait times, and ensuring timely and efficient customer interactions.
Key Responsibilities- Real-Time Monitoring: Track queues and backlogs, manage phone and chat wait times, and implement strategies to minimize customer delays.
- Workflow Optimization: Identify bottlenecks and inefficiencies, develop solutions to streamline processes, and collaborate with teams to enhance productivity and reduce Average Handling Time (AHT).
- Performance Analysis: Maintain scheduling accuracy, analyze forecast vs. actual data, and align resources to meet demand.
- Partner Collaboration: Foster strong relationships with BPO partners, work together on shared goals, and monitor daily staffing levels, attendance, and schedule adherence.
- Continuous Improvement: Lead initiatives to enhance efficiency, reduce operational costs, and drive ongoing improvements in operational processes.
To succeed in this role, you'll need:
- At least three years of experience in Workforce Management within call centers or customer service, with a strong background in BPO operations.
- Natural collaboration and communication skills, with the ability to influence and work across departments.
- Solution-driven, proactive, and ready to drive change.
- Precision-oriented, adaptable, and able to thrive in a performance-focused setting.
- The ability to present and explain complex information to non-technical staff in a user-friendly way.
Join a dynamic and growing international company that's changing the way the world consumes tech. Enjoy a meaningful job, a competitive salary, and opportunities for growth and development. You'll also have access to a range of benefits, including a flexible career path, personalized internal trainings, and external handpicked providers from day one.
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