Workforce Co-ordinator - Administrative & Clerical jobs in Malta - March 2019
Centrecom Limited

Workforce Co-ordinator

North of Malta

Office support,
Strategy & Planning,
Call Centre
Full Time Experienced, Middle Management
Centrecom Limited, Malta is looking to recruit a Workforce Co-ordinator on a full-time basis to join their team. This position is based in our call centre thus we need someone who is flexible and proactive. The ideal candidate will be looking at ways to ensure that we reach all SLA targets on a daily, weekly and monthly basis. You will be required to balance resources, both in real time and future planning by; creating rosters, monitoring the floor and giving feedback to agents on behaviours and liaising with team leaders and operations.

Duties include:
  • Floor Monitoring and coordinating staffing to ensure balanced coverage
  • Highlighting gaps during the day to appropriate stakeholders and give recommendations to cover such gaps with minimal or no impact on SLAs
  • Resource Planning against forecasted volumes for multiple Campaigns
  • Administering contingency plans in the eventuality of unexpected changes to forecasted volumes
  • Adjusting staffing levels to meet productivity targets and SLAs
  • Performs analysis to determine impact to available resources for the day, strategizes solutions to meet goals, and communicates the situation and actions taken information to key stakeholders
  • Assisting the management by identifying and correcting any behaviour that may be in violation of any company policy or procedures
  • Ensuring all the department reporting is accurate and reliable
  • Managing and monitoring that DPA and company policy is followed across the floor at all times.

Essential Skills:
  • 1 year (minimum) experience working in a call centre environment is essential 
  • Confident in giving feedback and empathetic when handling difficult situations
  • Proactive and able to think of quick solutions
  • Good time management.

Other Requirements:
  • Experience working on Injixo or any other rostering program
  • Creating rosters or any experience in workforce management and forecasting.

Applicants applying must have a valid work permit.

Centrecom Limited:
At Centrecom we are a multi-lingual International Business Process Outsourcing (BPO) company offering back and front office services.

Kindly submit your application directly to us using the 'Apply Now' button.


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