You make sure that required staffing matches the expected workload as closely as possible by utilizing your skills in data analysis. You will develop and implement a Way Of Work for WFM that ultimately results in greater customer satisfaction.
You will develop and implement (new) processes, procedures, policies, standards, and ways of working within the WFM department.
You will perform internal WFM COPC audits for all of the accounts and implement improvement plans or process changes and implementation along the organization. You make sure these developments and improvements are in line with the latest industry standards while taking into account 5CA’s needs and demands. Using existing data you will predict workload, plan capacity, adjust daily, and record procedures. You will support the daily business with system migrations/system setup and large improvement projects. You will create, document, and deploy a new standard way of working. You will report to the Workforce Manager.
This is you
5CA provides people around the globe with outstanding customer support. We use their preferred channel, in their own language, at the time that is most convenient to them. We love hiring and working with geeks: people who are enthusiastic and engaged with gaming, tech, and digital topics. It is our successful Work From Home program that allows us to attract similarly minded and highly talented people, without being limited by geography. We’re passionate about what we do, deliver a great customer experience. And most of all we’re passionate about who we work with!