Workforce Management Specialist

The Workforce Management Team is an essential organizational unit within our Customer Support Department. They help us plan our future hiring needs and ensure our employees are in the right place, at the right time. And that’s quite a big task given the fact we have more than 17000 people from 6different countries across different sites! Now they are looking for a specialist who will help them to schedule staff across our 24/7 operations.

    Job responsibilities:

  • Optimizing staff schedules to ensure coverage across all customer contact channels. Without you, nobody gets paid, because you’ll be also reporting their attendance to our Payroll Team.
  • Becoming the ultimate manager of all leave requests.
  • Keeping a close eye on our daily operations–service levels, productivity, and adherence.
  • Watching data trends to ensure Workforce Management is prepared for anything (and expecting the unexpected).
  • Dealing with ad-hoc reports from time to time for Senior Management, it’ll be up to you to pull the right data from your pocket in a matter of seconds. Because you’ll be the person who gathers all the essential data about our Customer Service Department, we expect you to provide valuable feedback to management so we can push our service quality to the skies, and beyond.
  • We would love to see you apply, if you:

  • Have experience with Workforce or with similar tasks for 1+ years.
  • Have Basic knowledge of the Czech labor code.
  • Have call center experience and understanding of workflow within customer support.
  • Knowledge of WFM tools, scheduling tools (Verint, IEX, PureCloud… etc.), and BI tools.
  • Travel industry experience is a big plus.
  • Are an advanced user of Excel and Google spreadsheets.
  • Have an analytical mindset and good reporting and analytical skills.
  • Are able to detect irregularities and provide management with conclusions and explanations.
  • Have great communication, negotiation, and presentation skills.
  • Are able to work independently as well as a part of the team.
  • Are assertive and people-focused.
  • Are reliable and have great attention to detail.
We offer you

•Besides a motivating salary, we offer quarterly bonuses dependent on the company’s overall results and your own performance.
The opportunity to join our Phantom Stock scheme (for roles from level 5 upwards).
Occasional work from home and/ or our modern office located in ZET Nová Zbrojovka with in-house sauna, gym, masseur, sleeping spots, canteen, showers, chillout zones, free refreshments, Rebelbeans coffee, garage for cars/motorbikes/bicycles.
We enjoy benefits, such as meal vouchers, 20+5 days of paid vacation, Cafeteria, sick days, VIP Medical Care, multisport card, career development framework. We offer unlimited contracts within a forward-thinking and ambitious company.
We’re rewarding Kiwis with flight vouchers to celebrate their Kiwi anniversaries. 
Grow.Kiwi program which supports parents and keeps them engaged with the company. 

Interested? Join us and hack the traditional ways of travel!

Kiwi.com is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
Throughout the recruitment process and for some time after it’s finished, we’re going to process your Personal Data. You can find all the necessary information in our Privacy Policy available at: https://jobs.kiwi.com/recruitment-privacy-policy/.

michaela-hoferovaRecruiterMichaela Höferová

Linkedin profile

LocationBrno, Czech Republic

TeamCustomer Service

Employment typeFull-time

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