Junior Workforce Coordinator

  • Basis:  Full-Time
  • Closing Date:  28 Aug, 2020
  • Job Ref:  KMP-54615

Job Description

Centrecom takes pride in being the centre of excellence providing value to our clients’ business by identifying customised solutions. Our team is an extension to organisations entrusting us to deliver a professional service through quality, innovation and expertise. We are the go-to outsourcing partner offering contact centre services, back office functions, airline revenue accounting and GSA services.

This role is based in a multi-skilled 140 seat contact centre, which is continuously growing. This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real time and future planning.

Duties and Responsibilities:

  • Resource planning for all campaigns
  • Management information reporting
  • Performs workforce management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions
  • Identifies issues, develops, coordinates, and implements mitigation strategies to re-balance resources to meet service levels
  • Reports to appropriate parties
  • Compiles, enters data, and interprets departmental statistical data
  • Administers vacation time for agents
  • Performs analysis to determine impact to available resources for the day, strategises solutions to meet goals, and communicates the situation and actions taken information to key stakeholders
  • Any other duties assigned by management

Requirements:

  • Fluency in both Maltese and English, spoken and written
  • Proficiency in using Microsoft Office tools, especially Excel
  • Experience in a similar role will be considered an asset
  • Confident in giving feedback and empathetic when handling difficult situations
  • Proactive and able to think of quick solutions
  • Good time management skills