Workforce Management Specialist, Bulgaria
Sofia, Bulgaria
Operations – Service Delivery Management /
Full-time /
Hybrid
Job Responsibilities:
- Ensures the schedule makes effective use of resources while meeting service objectives, team specialties, and agents’ preferences. Communicates with Customer Success Team Leads and performs schedule adjustments as needed;
- Responsible for reporting related to Workforce Management including, but not limited to daily volume and productivity reports, schedule adherence reports, monthly scorecards, monthly reports for payroll;
- Captures, stores, and reports on historical statistics (volumes, KPIs, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances;
- Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement;
- Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement.
Job Requirements:
- The Specialist should preferably have profound knowledge of the applicable contemporary practices in the field of Customer Service, including but not limited to understanding of operational matters regarding Customer Service;
- The Specialist must have a reasonable understanding of the Company’s business, its technical, financial and organizational structure;
- Able to communicate effectively with people at all levels both inside and outside the Company;
- Strong written and verbal communication skills;
- Should act with integrity, initiative, perseverance, discretion, ability for respect the personal dignity and rights of each employee, interest in the fintech industry;
- Motivation to occupy the position;
- Advanced level of Microsoft Excel and/or Google Sheets.
Life @ Crypto.com
Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.
Transformational and proactive working environment. Elevate employees to find thoughtful and innovative solutions.
Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.
Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.
One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet.
Are you ready to kickstart your future with us?
Benefits
Competitive salary
Medical insurance package with extended coverage to dependents
Attractive annual leave entitlement including: birthday, work anniversary
Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.
Our Crypto.com benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.
About Crypto.com:
Founded in 2016, Crypto.com serves more than 80 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, Crypto.com is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.
Crypto.com is an equal opportunities employer and we are committed to creating an environment where opportunities are presented to everyone in a fair and transparent way. Crypto.com values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team.
Personal data provided by applicants will be used for recruitment purposes only.
