HRK is one of the biggest and most experienced Polish consulting organizations in the area of human resources management. We provide our clients with solutions needed at each stage of the employee life cycle in the organization – from recruitment and employer branding, through employee performance evaluation and development, payroll and human resources management to outplacement. We have been on the market since 2000 and we act by means of teams dedicated to manage particular market areas and sectors as well as regional branches.
For our Client, global leader in customer management, we are looking for
Operations Planning Manager
Responsibilities:
- Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
- Assist in planning and administration of annual operating budget.
- Assist with local managers, project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.
- Assist with implementing and maintaining intra-day workforce team responsible to assist service delivery achieve desired performance metrics.
- Participate in creating procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
- Act as a resource to provide best practices to assist management in scheduling and workforce planning.
- Review sites scheduling needs on a weekly basis to ensure adequate queue coverage and compare weekly schedules to workforce management recommendations for accurate implementation.
- Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
- Update weekly site capacity report.
- Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
Requirements::
- Very good command of German and good of English.
- College degree with a minimum of 2 year related experience.
- Call centre experience.
- Knowledge of contact services industry and best practices, plus knowledge of metrics and scheduling
- Skill and commitment in providing an exceptional customer experience.
- Strong verbal and written communication skills and ability to communicate with all levels of an organization.
- Knowledge of PC applications, including spreadsheets and workforce management software.
- Knowledge of contact services industry and best practices, plus knowledge of metrics and scheduling
Our Client offer:
- Work on the start-up project
- Challenging tasks and growth opportunities in a motivating work environment
- Attractive salary and social package
- Working in an international medical company
- A great working atmosphere
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