Call Center Operations deputy Manager

Responsibilities:

• Attrition forecasting, Planing of new hirings, new MP implementation.
• Call forecasting, creating of shifts plan, MP fullfillment, analysis, reporting. Troubleshooting
• Setting targets, support, control, feedback, staff development
• SLA achivement (Service level, service time, answer ratio, ASA, etc.) Improvement of main productivity KPI: AHT, CPH, Utz, Occu, etc. Real-time operations management
• Payments processings, cost analysis and improvement. Communication with vendors, agreements preparation.
• Daily/weekly/monthly reporting for TOP management. Reports in Excel, PPT, Word (connected to CC operations)

Requirements:

• Bachelor degree is a must
• At list 3 years of experience in CC and people management
• Advanced PS user, MS Excel, MS PowerPoint
• English - Upper-Intermediate