- Detailid
- Esmane info
- Ettevõte
Tasks
- Prepare and maintain staffing schedules based on shifts, rotas and absences. Match and fine tune shifts to forecasts
- Assist in preparation of reporting procedure for staff changes, escalation of staffing issues etc
- Carry out intra-day reforecasts to redefine actual forecasts on a real-time basis
- Track and report on agent productivity to ensure maximum use of resources and that each call is responded to within levels of service
- Monitor Adherence to Schedule on an historic and real-time basis, highlight non-conformities to line management
- Optimize workforce management software to support the set-up and requirements of the contact centre
- Set-up and maintain agent configuration on WFM resource planning software
- Assist in maximising WFM accuracy throughout deployment phase and beyond. Carry out strategic resource planning tasks
- Forecast call load and patterns using Market projections and history of actual patterns to enable planning of the assignment of agents to match call traffic received
Requirements
- Previous experience of working in a Contact Centre environment
- Strong stakeholder management skills
- Knowledge of Workforce Management tools is desirable
- An understanding of forecasting methods is desirable
- Strong problem solving and analytical skills
- Proficient in the use of Microsoft Excel
- Excellent communication skills, both verbal and written
- Good knowledge of Estonian labor law
We offer
- Opportunity to experience a truly international working environment
- Friendly, positive and fun atmosphere, different team and company events
- Development opportunities
- 6 extra days off addition to usual 28 days annual vacation
- Good staff benefits, including friends and family discount for our amazing voyages
Asukoht
- Tallinn, Harjumaa, Eesti
- Kaugtöö võimalus
Narva mnt 63/3
Tööaeg
- Täistööaeg
Oskused
Keeled
- Inglise
- Eesti
Brit Pannel
+3725229415
Hurtigruten is one of Norway's strongest brands, and is a spearhead in Norwegian and international tourism. Its ships has been operating in and exploring some of the most challenging waters in the world since 1893; the roots go back to the Norwegian polar heroes.
The combination of local transport and tourism with its ships in year-round route along the Norwegian coast creates today authentic experiences for guests from all over the world.
Hurtigruten is also the world’s largest expedition cruise company, which comes with a responsibility to ensure that sustainability is integrated across all of the operations. It focuses on innovation, technology and concrete measures to explore as responsibly as possible. The Expedition ships offer unforgettable voyages to Antarctica, Greenland, Iceland, Spitsbergen, the Americas, Europe and across the Atlantic Ocean etc.
The Group Center is located in Tromsø, other offices are in Oslo, London, Hamburg, Paris, Tallinn, Seattle, Melbourne and Hong Kong.
Hurtigruten Estonia OÜ is the Estonian branch of the company, focused on phone and web sales and a wide range of support functions. There are over 200 employees from 24 different countries working in Tallinn office.