WorkNomads is seeking a Workforce Management (WFM) Analyst and Trafficker, who will be essential in improving the efficiency and performance of our sales team in the payment solutions industry. Your key duties will involve forecasting, scheduling, and real-time monitoring to ensure we meet service level agreements and productivity goals. Collaboratе with different departments, analyze data, spot trends, and implement strategies aimed at boosting workforce performance and improving sales conversion.
We are recruiting a Workforce Management (WFM) Analyst and Trafficker to join our team, working remotely or from the WorkNomads base in Sofia, Bulgaria.
Dare to have a mission:
Forecasting and Scheduling: Create accurate forecasts for call volumes and other contact types, and develop schedules to maintain optimal staffing levels.
Real-Time Management: Oversee real-time performance of the sales team, adjusting staffing and workflows as needed to ensure service levels are maintained.
Data Analysis: Review historical data and performance metrics to spot trends and improvement opportunities, providing actionable insights to management.
Reporting: Prepare and distribute regular reports on key performance indicators (KPIs) such as service levels, occupancy, and adherence.
Collaboration: Partner with team coaches and management to address staffing requirements and resolve performance-impacting issues.
Optimization: Continuously identify and implement process, tool, and technology improvements to enhance the efficiency of workforce management.
The tools in your backpack:
Experience: Demonstrated experience in workforce management & trafficking within a contact center setting.
Analytical Skills: Excellent analytical and problem-solving abilities, capable of interpreting complex data sets.
Technical Proficiency: Skilled in using WFM software and tools .
Communication: Strong verbal and written communication skills, with the ability to clearly present data and insights.
Team Player: Strong interpersonal skills with a collaborative approach.
Our recipe for a great life in Bulgaria:
The opportunity to participate in our new nomadic economy, instead of watching it happen from the side-lines
A personalized career development program
An environment where your opinion matters, and you manage your own work-life balance
International and dynamic workplace
Onsite access to co-working spaces, meeting rooms, an event rooftop, communal kitchens, sports, and leisure areas & parking
Competitive remuneration and social welfare package (such as 20 days annual paid leave, private health insurance, and various community benefits and events)
Low cost of living in parallel with low personal income tax, growing your purchasing power to wine, dine and travel & work abroad & remote!
= TOTAL(LY): amazing life & work with WorkNomads
About the docking station:
WorkNomads is a global employer for digital nomads, empowering people to live life their way, offering flexible co-living and remote and project-based jobs.
Interest peaked? Join us!
We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.