- Detailid
- Esmane info
- Ettevõte
Ootused kandidaadile
Requirements:
Very good communication skills (both written and verbal) in English;
Experienced MS Excel user;
Organized, accurate & able to follow procedures and guidelines to the point;
Flexible and takes responsibility;
Proactive and able to follow through to ensure desired results;
Can handle stress well;
Prior experience within contact center workforce management is important;
Tööülesannete kirjeldus
You will be working as part of a small, but efficient team of Forecasting Analysts that engage in forecasting & capacity planning processes as per established regional procedures & contractual (Webhelp & Client) expectations.
RESPONSIBILITIES AND TASKS:
Organizing & analyzing data required for forecasting - including historical volume, handle time, shrinkage, attrition & other data (down to 15-minute interval level where necessary);
Developing forecasts (if the forecast is coming from Client, working with Client forecast and creating your own shadow forecast) & calculating staffing needs for each LOB towards every 15-minute interval;
Capacity & recruitment planning, updating of capacity plans with forecasts and staff data;
Annual holiday budget planning;
Post-mortem analysis to improve the accuracy of forecasts and capacity plans;
Regular & organized communication with Scheduling specialists, Real-Time Management, Operations, and Client representatives;
Other areas that support the achievement of business goals within the workforce management field, for example, assisting account management with budget planning regards to forecasts;
Omalt poolt pakume
WHAT YOU CAN EXPECT FROM US?
• A salary based on your experience and skill level.
• International work environment (Webhelp employs 100,000 people all over the world), with many (also international) opportunities for professional and personal growth.
• Hybrid work solution, on-site or from home.
• Ability to develop contact center business knowledge.
• Great team of colleagues and excellent working atmosphere.
START: As soon as possible, according to the agreement
LOCATION: Hybrid
EMPLOYMENT TYPE: Full time
SALARY: From 1800 EUR gross monthly
WORKING HOURS: Business hours Monday-Friday
LAST APPLICATION DATE: 28.11.2022
Webhelp is looking for a talented Forecasting Analyst to become part of our internationally well-known contact center team.
Additional information:
Come and join us as part of the Webhelp Team!
If you think you are the perfect candidate for this role, please apply by submitting your CV in English. Only candidates who are chosen to second round will be contacted.
Asukoht
- Tallinn, Harjumaa, Eesti
- Kaugtöö võimalus
Tartu mnt 63, Tallinn
Tööaeg
- Täistööaeg
Oskused
Keeled
- Inglise
Merje Peri
6681060
Come and join us as part of the Webhelp Team!
Making business more human for the world’s most exciting brands.
We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.
Webhelp is committed to making business more human.
It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.
Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.
Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.
Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.
By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 170 locations in over 40 countries. Each one determined to bring their own intelligence, empathy, and experience to the table every day. Webhelp invests in people and the environment they work in because they know that when people thrive, it has a powerful impact on them, their customers, and their partners’ business.
Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.
Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position.
Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.
More information can be found at www.webhelp.com
Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us.