- Ensure adherence to agent schedules.
- Input intraday corrections and exceptions into systems for agent time off and absences.
- Monitor inbound volume for unusual activity to ensure staffing needs are met.
- Recognize abnormal scheduling issues and escalate, as necessary.
- Initiate and coordinate trouble tickets and escalate issues as required.
- Prepare standard and ad hoc reports for agent availability effectiveness.
- Monitors and resolve agent availability concerns via face-to-face communications, phones, and messaging applications with Supervisors and command centers where applicable.
- Be an ambassador for the Centralized WFM function for Intraday Management.
- Help develop WFM staff to enhance performance delivery, meet KPI obligations and maximize staff retention.
- Act as Primary point of contact during BCP.
- Assist your WFM colleagues when needed.
- 1-2 years experience in real-time management or forecasting;
- Experience in a Customer Service position;
- Capacity planning experience is preferred;
- Experience with WFM or RTA software is preferred;
- Good working knowledge of Excel and other windows-based programs;
- Fluency in English is required.
- Contract of Employment
- Private health care and sports card
- A budget for ordering lunches
- Takeaway pay- as per company policy
- Hybrid working model to maintain a healthy work-life balance- as per company/local policy
- Equivalent working time system
- Strong focus on your personal development (Workshops, trainings)
- A brand new and energy-efficient office in the heart of Wroclaw
- Regular team events like a Christmas party, Boots Trip etc. - As per company/local policy
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Real Time Analyst - Wrocław, Polska - Just Eat Takeaway
Opis
Job Posting DescriptionHungry for a challenge?All about the role
The Real Time Analyst is a key member of the WFM team, responsible for ensuring customer and business expectations are achieved. Monitoring all call and agent activity the RTA demonstrates knowledge in real time management and exhibits strong decision-making skills in executing real time action plans. They are analytical in nature and have an ability to apply critical thinking. They build solid relationships with our internal cross-functional teams.
These are some of the key ingredients to the role
What will you bring to the table?
At JET, this is on the menu:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.
Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.
