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WNS Global Services
Process Trainer with German
Fișa jobului
Forecasting
Your Mission :
Your Mission :
- Ensure forecasting models and capacity plan include accurate and updated informatio
- Ensure staffing models and capacity plan include accurate, updated information.
- Determine adequate staffing levels to meet service level and response time objectives.
- Plan and distribute daily work schedules for agents.
- Serve as initial point of contact for all issues regarding schedules.
- Process day-off requests and schedule off-phone events.
- Ensure scheduling process and practices have no negative impact on employees satisfaction by taking into consideration their preferences for shifts and time-off and by being flexible in solving scheduling related inquires.
- Monitor real-time queues across multiple lines of business and adherence reports to ensure service level and response time objectives are met.
- Create and oversee real-time management escalation plans.
- Provide intra-day monitoring.
- Recommend real-time schedule changes and identify efficiency opportunities.
- Adjust schedules based on workload/ forecast shifts.
- Manage occupancy and utilization of agent groups.
- Adjust call routing plans, agent skills and call type prioritization.
- Provide reports and dashboards on workload trends, staffing requirements, scheduling patterns, shrinkage, utilization, productivity, KPI performance and other operational metrics specific to client processes.
- Provide shift & break adherence and compliance reports.
- Develop and distribute intra-day, daily, weekly and monthly reports to management team.
- Support implementation of department’s strategies, processes, projects, policies and procedures by running thorough analysis and making sound business recommendations.
- Make recommendations on how to improve productivity, quality of service and operational efficiency and effectiveness.
- Implement control tools and methods in order to make sure KPIs are achieved and to prevent failure on meeting contractual objectives.
- Assist Operations teams with identification of training needs for team members.
- Develop awareness, knowledge and expertise by driving projects using quality tools like Lean and Six Sigma.
- Contribute to QNS target through identifying improvement opportunities and implementing action plans focused on achieving QNS.
- Fluency in German & English;
- Bachelor's Level Degree or equivalent;
- Strong oral and written communication skills;
- Proficiency in MS office applications;
- Excel advanced level;
- Process oriented, organized, structured and detailed;
- Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules, real-time management, management reports and analysis.
- Bonuses for your results.
- Employee referral bonuses.
- Medical coverage for you and a dear one.
- Meal-tickets, free coffee, pastries and fruits, to keep you energized.
- Bookster and Benefits Online for you to enjoy your hobbies.
- Wide range of development and training options (including soft skills and language courses).
- A great office, a friendly atmosphere in a multi-cultural environment.
- Teambuilding and Christmas party.
Nivel de vechime
Asociat
Tip de angajare
Full-time
Ocupație
Management
Sectoare de activitate
Marketing și publicitate