Manager, Group Scheduling and Traffic Management

Job Description

Your main responsibilities 

• Securing the needed volume of employees to handle everyday customers’ contact and CX workload by work scheduling (hourly/ daily/ weekly/ monthly), incl. training planning) by name and skill

• Driving command center by decisions on routing to inhouse and outsourcing manpower resources

• Managing advisors availability during shifts (transactional time, meetings, trainings, brakes) 

• Monitor and increase efficiency (accurate number of people needed to incoming contacts/ hour)

• Planning the scheduling and traffic management tools development

• Planning automation in the subject area and supporting its development

• Acquire outsourcing partners and managing relation with them (processes and procedures of cooperation, invoicing, cost management)

• Managing the Scheduling and traffic management team

• Cooperating with CX people leaders and other Allegro employees based on Allegro culture fit 

We are looking for people who 

• Have min. 5 years of experience in managing people and CX operations/ customer service or managing the scheduling and contact routing team

• Have in-depth knowledge of CX operations, quality measurement and efficiency improvement 

• Dive deep into facts to guide their actions and decisions

• Have analytical approach, business acumen and good problem solving skills

• Have ability to management a change across the teams 

• Have capability to create structured and synthetic documents

• Have an effective and structured communicator 

• Are proficient in Polish as well as English (min B2) 

We offer

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools 

• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)

• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise

• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)

Send in your CV and see why it is #dobrzetubyć (#goodtobehere)