Are you ready to take the next step in your career and achieve your next challenge?

If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!

Responsibilities:

• Provide agents with a working schedule for the calendar month, incorporating all client requirements (i.e. retraining, coaching and feedback) as well as forecasting and scheduling assumptions
• Strictly monitor on a daily basis the billable hours requirements and adjust real-time to maintain within the threshold. Suggest amendments and execute them in a fast-paced environment
• Analyze volume arrival and other pertinent patterns by gathering data from WFM tools. Staff the appropriate number of agents at the proper time based on recent/ historical call arrival patterns. Address issues or discrepancies with the client’s own arrival patterns against the account’s actual arrival patterns for the site
• Regularly monitor trends, attrition and flag any changes that may impact resource allocation
• Manage PTO allotments
• Recommend solutions to scheduling conflicts and/ or special scheduling requests
• Coordinate with operation POCs for activities (i.e. phone, non-live channel) that need to be scheduled
• Provide the program with realistic schedules based on current manpower resources and performance
• Provide staffing outlooks (over/ unders) for the entire calendar year

Required Experience, Skills & Competencies:

• Minimum 1 year experience in the BPO industry
• Fluent command of both spoken and written English
• Knowledge of WFM processes, concepts and principles (staffing projections, scheduling, service level analysis, metrics monitoring)
• Knowledge of call center operations and organizations
• Proficiency with MS Office applications (i.e. MS Word, Excel)
• Ability to multitask, adapt to change and achieve results with accuracy and precision
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
• Ability to work under minimal supervision
• Problem-solving, Decision-making and Analytical skills

Our Benefits:

• Stable job and career development opportunities
• Attractive salary
• Additional health insurance
• 50+ benefits and services to choose from
• Positive international working environment
• Support and learning
• Employee referral bonuses

We care about the well–being of our employees, invest in their future growth, encourage fun and team building projects!

It sounds like the perfect job for you? APPLY NOW!

Only Shortlisted candidates will be contacted.