Your benefits:

• Competitive Salary: Earn up to EUR 2200 gross.

• Health Coverage:  private health insurance after 3 months of probation period.

• Set working hours: Mon-Fri fixed schedules and weekends off.

• Well-being Perks: Regular fruit deliveries, free drinks, and a positive working environment.

• Modern Workspace: Work in a great office in city center of Riga, featuring modern workspaces with fun floor, PlayStation, table tennis, and many more.

• Employee Discounts: Access exclusive discounts with fitness centers, restaurants, and more.

• Team Spirit: Participate in social gatherings, sports events, team-building activities and employee referral bonuses.

• Career Development & Growth Opportunities: Access our Career Academy for ongoing personal and professional growth.

• Stability: Stable job and career development opportunities.

• Dynamic Environment: Join a multicultural team with flat hierarchies and a first-name workplace culture.

Your responsibilities:

• Real-Time Monitoring: Monitor billable hour projections throughout the day and alert management promptly about any risks.

• Central Communications: Ensure timely communication to relevant teams and stakeholders.

• Intra-Day Coordination: Evaluate and implement ad hoc events, and training plans for the current week in alignment with clients requirements.

• Shrinkage, Adherence, and Attendance Reports: Ensure the timely delivery and analysis of these reports for performance evaluation.

• Proactive Planning and Strategy: Develop strategies for improving operations based on trends and identified areas for enhancement.

• Continuous Improvement: Focus on ongoing optimization and efficiency in operations.

• Documentation and Analysis: Keep detailed records and perform thorough analysis to inform future strategies and decisions.

Your skills:

• Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management.

• Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level.

• Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.

• Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).

• Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.

• Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

We will need these documents:

• Cover letter, that explains your motivation and expectations for your new role

• Extended Curriculum Vitae

• Proof (certificates and references)

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