What you'll be doing

• Forecast, plan, schedule, analyze, create, maintain  and communicate Support Shifts, using our WFM and BI tools and spreadsheets

• You will own scheduling across your country or countries, and build out the best scheduling routines to optimize scheduling accuracy and Service Levels

• Monitor and analyze shift performance metrics to identify areas for improvement

• 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 and Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes

• Deliver shift schedules and other reports for payroll and finance

• You will listen to our Support team members and find ways to improve their shift scheduling experience

• You have experience in a contact center workforce management role with a specific focus on scheduling responsibilities

• You are proficient in workforce management scheduling tools (e.g NICE, Verint, Aspect, Calabrio, Assembled)

• You have advanced Excel skills for scheduling and data analysis

• You’ve got a strong analytical mindset with the ability to interpret data, identify trends, and apply insights to create efficient and balanced schedules

• Cost effective and efficient is your middle name!

• Fluent in Croatian and English

• You are able to work meticulously, ensuring that every schedule is accurate, fair, and aligned with our operational needs

• You have clear and concise communication skills to provide scheduling insights and recommendations to both agents and leadership

Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, wait no longer and apply!

We will be reviewing applications daily, so apply today! Send us your resume in PDF written in English.