Optimize Customer Service Experience
Há 6 dias
We are seeking a highly skilled Workforce Optimization Manager to join our team. In this role, you will be responsible for optimizing the efficiency of our customer support teams.
Key Responsibilities:
- Oversee staffing, performance, and processes to ensure all customer service interactions meet company standards.
- Create and optimize procedures for monitoring employee performance management processes, including detailed reports and actionable insights.
- Own and oversee shift schedule creation and management for customer service agents, ensuring optimal coverage during peak and off-peak hours.
- Monitor and analyze shift-based performance metrics, providing expert guidance on employee performance and progression.
- Actively manage and optimize OKR and AOR processes to ensure clear goals and responsibilities across the business.
Requirements:
- Minimum 2+ years of relevant experience in a similar role.
- Previous experience in the iGaming/gambling industry is a must.
- Experience in designing, implementing, and improving workforce management processes.
- Excellent communication skills, with the ability to multi-task and work collaboratively.
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