JOB DETAILS:
In this role you’ll;
Own headcount forecasting, planning, scheduling & reporting
• Support country leaders by providing clear forecasts and schedules for their teams to allow their focus on operational performance execution.
• Resource allocation: support the Country Lead and the team in making real-time decisions on staffing levels, skill assessments, adjustments to meet changing demands and maintaining an optimal balance between service quality & operational cost efficiency.
• Support Country Leads to implement and enforce adherence to schedules, breaks, and other performance metrics, to maximize productivity and meet service level agreements.
• Work with the support director and finance in terms of opex budget planning and telephony cost controls
• Prepare and deliver regular real-time performance reports on support rep performance to management, highlighting key performance indicators and…
Click Here to View the Full Job Description >>>