Customer Service Advisors supporting electricity customers in Ireland through various channels. Responsible for handling customer queries and providing excellent service in the Customer Care Centre.
About the role
- Generate optimal agent schedules (shifts, breaks, lunches, off-phone activities) aligned with forecasted volumes, service level targets, and agent preferences.
- Collaborate closely with site operations leadership to understand staffing needs, agent skills, and operational limitations and produce realistic schedules.
- Manage and process time-off requests, shift swaps, and schedule changes to minimize impact on service levels.
- Publish schedules on time and communicate schedule expectations to agents and operations teams.
- Oversee operations team in real time to ensure activities proceed according to plan.
- Actively monitor real-time contact center performance metrics (AHT, adherence, service level, occupancy, ASA) and identify deviations from forecasts.
- Proactively identify and address intraday staffing gaps or surpluses; make real-time adjustments (approve voluntary time off, initiate overtime, adjust skill assignments).
- Communicate regularly with operations teams to provide performance updates and recommend immediate actions to maintain service levels.
- Coordinate with trainers, team leaders, and stakeholders to manage off-phone activities (coaching, training, meetings) and ensure alignment with operational needs.
- Provide WFM training and guidance to operations staff on adherence, schedule management, and WFM best practices.
- Participate in cross-functional meetings and initiatives to improve contact center performance.
- Identify and recommend enhancements to WFM processes, tools, and methodologies.
Requirements
- Bachelor’s degree in Statistics, Mathematics, Industrial Systems Engineer, Economics, Actuary or a related field preferred, or equivalent working experience.
- Willing to come into our Kraków office 2-3 times per week.
- 1+ years of experience in Workforce Management (WFM) within a contact center environment, with a significant portion dedicated to scheduling and intra-day management.
- Demonstrable experience working directly within or in close partnership with contact center site operations.
- Proficiency with ACD software (e.g., Genesys, TalkDesk, Avaya, etc).
- Proficiency with WFM Software (Aspect, Verint, Calabrio, NICE WFM, PlayVox, etc.).
- Advanced spreadsheet skills (Excel, Google Sheets, e.g., pivot tables, vlookups and advanced formulas).
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
- Excellent communication (written and verbal in English) and interpersonal skills.
- Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
- Strong attention to detail and accuracy.
- Proactive, self-motivated, and able to work independently as well as part of a team.
- Preferred previous experience in the food and hospitality industries.
Benefits
- Competitive pay: 6500 - 9000 PLN gross on CoE.
- Fully paid private healthcare in LuxMed.
- Access to the Worksmile platform with a monthly top-up.
- Subsidized access to breakfast and lunch through the vending machine in Kraków office; lunches in Gdańsk office once a week.
- New, modern, bright and comfortable office space in the city centre.
- A lot of free parking spots around the office.
- Access to the company’s library.
- Great working atmosphere.
- Chill out room with a PlayStation, table tennis, and mini gym.
- Free snacks and beverages in a kitchen.
- Company parties and social activities.
- Employee referral program.
- Relocation Package within Poland.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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