The Real Time Analyst Team is looking for a new Team Manager! RTA is a part of our Workforce Management department which is responsible for making our workforce as productive as possible while improving our customer service. Help us to secure the smooth running operations by establishing processes and setting rules for task distribution as well as educating and developing team members and liaising with Vendor Management and Senior Operation Managers within our customer service.
What are you going to do?
Leading the team responsible for the monitoring of incoming contacts from customers all around the World
Selection of new team members, their onboarding and training, shift planning etc.
Leading Team meetings, one-to-ones, reviewing KPIs and providing feedback and coaching if needed
Ensuring coordination, cooperation and communication between any departments involved in the processes and projects
Building processes for RTA and reports for Operations and Vendor Management
Secure that RTA’s feedback to Ops management is reviewed and help to Data Analyst to build reports for CS
Who are we looking for? Someone who:
Is highly proficient in Excel as it will be your main tool of work
Have a proven track of experience in Workforce Management and have been doing people management in the past
Have an analytical mind and skills to be able to understand complex data and build reports
Knows the Czech Labour Code as it is considered as a big advantage
Is flexible, adapt to changes easily and ad hoc tasks won’t be surprised because prioritization skills are like his/her nature
Is familiar with any WFM tool such as Verint, PureCloud or other
Understand the workflow within customer support
Sounds like you? Then do not hesitate anymore and apply today!
What is good to note?
The expected starting date is as soon as possible and we can process and consider only candidates who are already eligible to work in the EU.
What’s in it for You?
Our team is a fun bunch to work with and You’ll get to shape HR in a fresh and global company, talk with people from around the world and never get bored.
On top of that you can expect:
Permanent and full-time contract within a forward-thinking and financially stable company;
Competitive base salary and Quarterly financial bonuses dependent on overall company performance;
Five additional paid days off • Three sick days per year;