Workforce and Performance Management Specialist

Location

Zagreb office

Type of employment

Full-time

Join our WFM team as a Workforce and Performance Management Specialist and help our team achieve even better results!

About heloo

At heloo, we do things differently.

heloo is a Croatia-based BPO company focused on hiring the best-fit employees and providing advanced outsourcing solutions for our clients, while creating the best possible work environment for our employees.

We believe that happy employees make the best employees. Our partners are global industry leaders, ground-breaking startups and other companies wanting to elevate their services to the next level with the right team by their side.  

RESPONSIBILITIES OF

Workforce and Performance Management Specialist

  • Managing key performance indicators, including but not limited to service level, occupancy, abandon rates, ASA and AHT on a daily, weekly, and monthly basis
  • Determining the balance between optimum scheduling, service expectations and current legal/legislative requirements
  • Use statistical models to develop contact center forecasts using inputs from various parts of the business
  • Track interval contact arrival and AHT patterns to ensure agent schedules are optimized to achieve service level agreement
  • Create scheduling solutions for departments that account for current business demands as well as exceptions
  • Contribute to WFM strategic projects

You are
a great fit if you…

  • have strong quantitative, analytical, and technical aptitude skills
  • have an advanced Excel knowledge and data analysis knowledge
  • are highly organized, with an emphasis on accuracy & timeliness
  • are skilled in complex problem solving, critical thinking & decision making
  • are proficient in written and spoken English
  • previous experience in workforce management is beneficial (especially telco or contact center industry) but not mandatory

We offer you…

  • a competitive salary in line with your responsibilities
  • a full-time contract
  • support and mentoring in developing your skills further
  • a genuinely positive work atmosphere and a healthy work-life balance
  • cozy office space in the center of Zagreb
  • other employee benefits & discounts

Sounds exciting?

Please, send your application today!