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Call Center Planning Coordinator (Workforce)

On-site in Mairena del Aljarafe·Full-time·Added 2 days ago

Servinform

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Overview

Job details

€18,092 a year
Gross, as stated in the ad.
About €1,380 a month after tax.
Full-time hours
Per the ad.

Requirements

Have the right to work in Spain
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.
Work on-site in Mairena del Aljarafe
No relocation package mentioned.

This job was automatically translated to English.

Requirements

What we're looking for

IT: Advanced level of Office, especially Excel
Advanced handling of Google Sheets
Previous experience as Workforce or Contact Center Coordination with driving duties
Knowledge of operational Contact Center KPIs: AHT, ASA, FCR, SLA, occupancy, adherence, forecast, etc.
Understanding of the operational dynamics of a Contact Center (multichannel: voice, email, chat, social media).
Analytical skills and results orientation.
Excellent communication and coordination with different teams.

Nice to have

Experience in multilingual or international environments.
Basic knowledge of SQL or automation languages (Python, R) for advanced analysis.
Ability to lead resource optimization projects.
Specific certification or training in Workforce Management.

The role

Currently, for one of our projects, we are selecting a Coordinator - Workforce who will be part of our Contact Center and BackOffice area.

What you'll do

Your responsibilities would be:

Management of sizing and resource shifts based on call volume or workloads.
Communication of incidents and deviations to area managers.
Analysis, reporting, and management of reports for the client.
Guarantee compliance with service levels (SLA) with the highest standards of productivity and quality.
Management and control of vacations, sick leave, and permits.
Propose continuous improvement actions in planning and traffic management.
Coordination, communication, and collaboration with other areas of operations, quality, training, and human resources.

How you'll work

Labor conditions:

39-hour weekly working day
Schedule from Monday to Thursday from 9:00 to 17:00 and Friday from 9:00 to 16:00.
Salary of 18,092.14 gross euros/year (1,508 gross euros/month) + bonuses where applicable
Contact Center Collective Agreement and Coordinator Category (level 8)
Paid training within the workplace
Workplace location in Polígono Pisa in Mairena del Aljarafe.

About Servinform

Industry: Business Process Outsourcing
Website: servinform.es

In their own words

About the company & team

Servinform, a services company formed by more than 6,000 employees in which we provide support to more than 1,500 companies in call center services, backoffice, marketing, document management, networks and telecommunications, IT, and social media.

Additional information

**No sector of our society can be understood without equality between men and women, as well as the integration of people with disabilities. That is why, at Grupo Servinform, we approach equality and diversity as an elemental factor for social progress, working day by day to achieve this objective.**

All open roles at Servinform