Вакансія System Super User and Staff Planner (Customer Support Center)

Our Client, one of the leading multinational retail companies, is announcing an opening for the position of System Super User and Staff Planner for Customer Support Center.

About the Job:

CSC Systems Super User and Staff Planning job contributes a lot to a seamless customer journey by ensuring that the solutions, tools and systems in the area of responsibility are implemented, used and understood in the unit. Your role is to support the end user and influence further development, to secure timely posting of the staff work schedules to ensure the required service level for all non-face-to-face customer contacts and continuously seek and coordinate business opportunities through efficient staff planning that focuses on co-workers, customers and the company business

Main Responsibilities:

• working actively and regularly with the solution and maintain expert knowledge and understanding in how the tools are used in the process they are supporting;
• providing support to and securing network with end users in order to keep awareness of strengths and opportunities of the solution and forward information to the solution owner;
• ensuring that all relevant documentation is translated, up to date and accessible;
• supporting implementation timeline when rolling out global solutions and conducting trainings for the end users;
• prioritizing requests within area of responsibility to improve the customer experience and operational efficiency;
• verifying new releases during the test and production phase and providing feedback;
• contributing in activities defined as having the potential for improving the business with a clear advantage for our customers and co-workers;
• identifying possible improvements in the staff planning process and escalate any potential deviation from the scheduled or actual hours in the agreed financial framework;
• monitoring and following up that national labour rules and internal requirements and guidelines are implemented in the staff planning process and that they are reflected in co-workers schedules;
• monitoring KPI's to ensure resources are efficiently utilised to balance all workloads.

Main Requirements:

• 3+ years of relevant experience within an international company;
• fluent English;
• experience of forecasting methods and processes, working in a customer-focused service industry, preferably retail;
• ability and knowledge of scheduling software used in the unit;
• good knowledge and experience of staff planning, knowledge of industry standard staff planning management;
• exceptional numerical reasoning, attention to details and accuracy skills;
• ability to plan and work with multiple tasks while having tight deadlines;
• long experience from working with CSC systems and tools;
• demonstrated ability to coordinate people and tasks, follow up and work with a sense of urgency;
• strong attention to detail;
• computer proficiency with advanced MS Excel skills.

The Company offers:

• a challenging job within a leading foreign company;
• competitive salary and compensation package.