Are you an experienced workforce specialist with a passion for delivering exceptional service? Does designing and launching plans to increase staffing efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! 


What you'll be doing

• Forecast, plan, schedule, analyze, create and communicate Support Shifts, using our WFM and BI tools and spreadsheets
• Analyze data and present key insights from large amounts of Support data: you will help our Support management team to track our team-wide performance metrics and service levels. One of your main success criteria will be to constantly improve our staffing predictions against actuals!
• Work together with Team Leads, Support Managers & Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes
• Work in close co-operation with Support Managers and Support Team Leads to continuously balance operational needs, budgeting and employee experience
• Deliver shift schedules and other reports for payroll and finance

• Solid previous Contact Center WFM experience
• You are tech-savvy and seek to learn and teach others in how to use our Customer Support tools
• Excellent Excel knowledge and use of spreadsheets, and database systems
• Experience in WFM/Shift scheduling tools
• Must have analytical and troubleshooting expertise
• Ability to provide on-call support and work a flexible schedule
• You are able to think on your feet and multi-tasking is your second nature
• You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment
• You have lazer-sharp focus on details, but can also take the “helicopter view” to ensure that successful WFM processes fit our broader Support strategy
• Testing and continuous improvement background is a plus
• SQL skills are a plus
• Fluent in Kazak, English and Russian.

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! 

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!