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Shared Service Center Analyst (Resource planner)

Work place

Job description

Create and manage effective schedules by taking into account business requirements, labor law, scheduling rules, and employees’ needs
Prepare yearly, monthly, daily and intraday call volume, average handling time, and staffing forecasts
Forecast the long-term and short-term headcount requirements for budget planning and service level coverage
Administrate data and report from workforce management software
Analyze actual KPIs values and identify improvement opportunities 


A university degree, preferably in Statistics, Mathematics or Economics
Experience and strong interest in understanding and analyzing data
Advanced proficiency in Excel or other reporting software
Fluency in English

To succeed in this position we believe that you are attentive to details
That you have high analytical skills
You are able to follow procedures and deadlines
You are proactive, enthusiastic and well organised

We offer

International company culture based on work-life balance
Continuous professional development
Involvement in process improvements
Informal and approachable management style
Supportive and friendly team-spirit environment
Opportunity to be spotted for your career jump

UAB "Transcom Worldwide Vilnius"

Transcom – vienas lyderiaujančių pasaulyje kontaktų centrų, teikiantis profesionalias klientų aptarnavimo, pardavimų, techninės pagalbos, skolų valdymo paslaugas. Transcom veikia 22 -iose pasaulio šalyse. Įmonė dirba su didžiausiomis įmonėmis/žinomiausiais prekiniais ženklais iš energetikos, finansų, logistikos, paslaugų, turizmo bei kitų sektorių. Transcom visame pasaulyje dirba daugiau nei 30 000 darbuotojų, kuriančių išskirtinę Klientų patirtį kasdien.
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