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WFM Manager
  • - SOCIAL INTERACTION Discussing planning and available capacity with all those concerned. Directing the Planners. Consulting with Client Team Managers and Account Management about nature and scope of potential projects. Discussing team line up and idle
  • - time and consulting particular details with all those concerned. Positioning of planning aimed towards Client Teams. Intermediating role in the occurrence of complaints and problems. SPECIFIC PERSONAL REQUIREMENTS Proficient at communicating at different levels within the organisation (Agents, Planners, CTM, Management) Aggravating circumstances Not applicable Initials for approval Director JOB REQUIREMENTS PROFESSIONAL EXPERIENCE AND EDUCATION LEVEL Master degree preferably logistics, economics or mathematics background Work experience in call centre environment with planning Managerial experience CAPACITIES Flexible Coaching Communication skills Convincing Customer orientated Organization awareness SKILLS Analytical and numerical insight Strong communication skills MS Office and specifically Excel Accuracy Good knowledge of contact centre procedures Thorough knowledge of traffic theory (erlang) and WFM.

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29-07-2015 Iasi
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