Workforce Management Operations Specialist

inDrive is an international ride-hailing service headquartered in Mountain View, CA. inDrive app's downloads exceed 150M, we are operating in more than 647 cities in 46 countries.

We are seeking for a Workforce Management Operations Specialist to join our Customer Support team and help us take care of precious ones - our customers!

What will you do:

• Creation and maintenance of forecasting/scheduling plans with accurate and efficient scheduling models to meet business objectives on the assigned lines of support;

• Monitor and optimize ongoing performance on all lines (agents shift planning and optimisation)

• Control variations between staff available & required per given interval and provide adjustment solutions;

• Analyze historical data and trends to forecast future contact volumes and staffing requirements, identify opportunities to improve service level and operational efficiencies;

• Creation of required statistics, charts and reports after data is analyzed;

• Define and establish operational KPI metrics and draw WFM-related dashboards;

• Monitor and analyze key performance metrics (e.g. service level, occupancy, shrinkage, attrition, absenteeism) and provide recommendations to improve operational performance;

• Calculate and work out key CS metrics such as Contact rate, Cost per contact, CS cost breakdown, for the assigned lines of support and regions;

• Understand BPO management - Control of staffing and available resources while taking into account the forecast targets;

• Optimize the possible handled volume for all channels to ensure the forecast is met within predetermined KPIs and the optimal allocation of skills;

• Managing invoicing process - processing payments based on service provided;

• Constant knowledge improvement in tasks and tools and focus on continuous development;

• Communication interface to employees - Work closely with various regional and local counterparts/partners on WFM/operational topics.

Requirements:

• Preferably business education /desirably work experience in Customer Service Centers;

• Technical proficiency in Google Suite/ MS Office tools;

• Preferably experience in scheduling/capacity planning;

• Experience with any planning/scheduling software beneficial;

• Excellent understanding of numerical reasoning and analytical thinking;

• Good command of English (spoken and written) is mandatory, at B2 level minimum;

• High communication and interpersonal skills;

• High resilience and flexibility;

• Analytical, structured, result-driven approach and a high level of initiative;

• Attention to detail and accuracy;

• Ability to analyze critical situations in the context of operational planning with the aim to present solutions;

• Ability to interpret complex contractual facts in regards to the components of WFM cycle

What we offer:

• Competitive salary

• Remote work mode and flexible schedule

• Diverse internal training programs

• Partially or fully paid additional training courses

• All necessary work equipment