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l'entreprise Vistaprint Recrutement


1/Sr. Channel Marketing Specialist Paid Search:


As a member of Vistaprint's Paid Search team, you will optimize Paid Search (PPC) campaigns associated with several categories within Vistaprint's core product offering. This detail-oriented professional will work closely with the Rest of Europe Line of Business to understand customer behavior, how best to merchandise and promote our products to our customers, and focus on customer acquisition while maximizing total revenue and lifetime value.

*What you'll do all day:

Optimizing and testing. Apply your understanding of the competitive landscape, our customers needs and profiles, and current campaign performance to test new ideas for increasing customer acquisition or improving user experience and thus ROI of the campaign.
Growing the business. We're unique in Paid Search. We have access to a lot of data. It's a demand-driven channel. You'll work cross-functionally to unlock insights about customer behavior for other teams, and you'll continue to leverage this data to grow not just Paid Search but also the business.
Collaborating globally. You'll partner with colleagues on our team in Europe to deliver results globally. You'll be expected to incorporate their feedback and partner with them to impact results in multiple regions.
Operationalizing & executing tactical optimizations. You will be helping the team audit areas of opportunity within our accounts and executing against these opportunities to positively impact performance of the channel.

*You'll be measured on how well you:

Impact the business. Solve challenging business problems, learn new tools and techniques, work through the data, and find the meaningful insights that will help improve our business.
Partner and communicate. Work closely with your colleagues, not just on the Paid Search team, but also in other areas of the business to solve problems together, innovate, and turn ideas into reality.
Deliver results. Utilize strong organization and project management skills and attention to detail, and effectively manage projects supporting multiple business initiatives.

*We're looking for someone who:

Has advanced knowledge of Paid Search. You are a master of campaign and keyword management and understand the major components of good account architecture and account health. You are comfortable in managing and optimizing PLA/Shopping campaigns. Ideal candidate will have 2-4 years experience, previous work with automation and optimization tools (such as third party bid management applications) preferred.
Is comfortable multi-tasking. You enjoy and can handle multiple projects at once. You deliver on timelines, set expectations with key stakeholders in your projects, and are comfortable tackling complex business tasks and decisions.
Is a resourceful and driven problem solver. You enjoy tackling complex problems and using your data analysis skills and business acumen to identify solutions that will help our business grow.

*And a few reasons you might love it:

You'll grow and learn a lot. You will be exposed to a wide range of projects in our growing company, work with amazingly talented colleagues, and have the opportunity to solve a diverse set of problems.
You'll have the opportunity to make a difference. You'll be working on projects that can have a real impact on decisions we are a very data-driven company and Paid Search is a massive driver of Vistaprint's performance.
You'll love your colleagues and teammates. You will work with people who are as energetic, smart, and driven as you are. We've got an amazing team and we thrive off of each other you'll thrive too.

Job Segment: Data Analyst, User Experience, Project Manager, Data, Technology

2/Senior Data Engineer:

*Who We Are:

Vistaprint's Data and Analytics (DnA) organization is working to make our company one of the world?s most well-known and successful data-driven companies. The cross-functional team includes product owners, analysts, technologists, data engineers, and more all focused on providing Vistaprint with information and tools we can use to deliver jaw-dropping customer value. DnA team members are empowered to learn new skills, communicate openly, and be active problem-solvers.

The Data Engineering Group works across all domains including pricing/promotion/personalization, channel platform, core business & customer modeling, manufacturing & supply chain, and End-to-End Customer Experience, to build thoughtfully architected, performant, scalable, software products using the Vistaprint Data Platform.


*What You Will Do:

Build self-service business intelligence & reporting capabilities using technologies such as SQL Server, Snowflake, Looker, AWS, Databricks (Spark), Matillion, Tableau, and more
Work directly with analysts, data scientists, product owners, and business experts in a cross-functional, agile, software development team
Provide feedback for new features to the Vistaprint Data Platform team

*Your Qualifications:

Strong SQL skills and expert in working with ETL & relational databases (preferably using SQL Server)
Experience building and optimizing big data pipelines and workflow management tools
Experience analyzing the data and processes to answer specific business questions/use cases and identify opportunities for improvement.
Experience handling large volume data as well as both structured/unstructured data of various quality (relational tables, JSON, XML, etc.)
Coding proficiency in at least one modern programming language: Python, Java, Scala etc.
Good knowledge in version control preferably using GIT
Experience with cloud services in AWS (Preferred), Azure or Google
Problem solving and multi-tasking ability in a fast-paced, globally distributed environment
Degree in Computer Science, Engineering, Mathematics, or a related field
Three years minimum experience

*Nice to Have:

Experience with NoSql databases and hadoop ecosystem (especially streaming data)
Experience with Snowflake, S3, airflow and Spark (preferably Databricks Spark)
Experience in various practices such as automation, monitoring, CI/CD and DevOps
Familiarity with API?s/microservices (REST)
Statistics experience is a plus!

*Why Youll Love Working Here:

At Vistaprint, we put great importance into the wellbeing of our employees, which is why we offer perks that ensure a phenomenal work/life balance. Perks include flexible schedules, work from home capabilities, and very generous time off, including our unique sabbatical-like program, Vistabreak, to name a few!

*Our Benefits Package available to you includes:

Competitive salary, lunch benefit + healthcare
Flexible working hours
Training, conferences, meetups, free tech library, online training subscription, newest books
MSDN personal subscription
AWS and Azure labs for your own skill development
Access to various tools any data/analytics fan would dream of
24/7 onsite gym
Games room (ping-pong, baby-foot, PlayStation 4, Xbox)
Free drinks and frequent Team Buildings and Team lunches/dinners
Onsite catering and cafeteria
Awesome quiet room
Language courses
Excellent career management (including potential long term plan)
The excellent working atmosphere within one of the best employers in Tunisia
And much more!

*About Us:

As an e-commerce powerhouse, Vistaprint is a dynamic organization that maintains an exciting, entrepreneurial culture. With founder Robert Keane's return as CEO, we've renewed our focus on empowering and helping small businesses. To do this, we create customer value (and delight) through accessible, cutting-edge technology. We thrive on providing opportunities for exploration, collaboration, innovation and growth for both our customers and our team.


*Equal Opportunity Employer:

Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

3/Real-Time Analyst, CARE WFM ROC:

*Job Purpose:

The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the center's service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.

*Key Outputs:

Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.

*Key Responsibilities /Duties:

Manage real-time agent adherence to schedule and log relevant schedule exceptions.
Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
Process ticket requests within established internal SLAs.
Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
Investigate and file tickets relating to general system outages affecting the center.
Facilitate communications with IT teams towards the minimizing of center downtime.

Prepare, maintain and update RTA SOP documentations as identified and requested.
Make recommendations toward performance improvement including training and shift adjustments needs.

*Key Competencies/Traits:

Highly resourceful with the ability to work independently and take initiative
Excellent verbal and written communication skills
Strong interpersonal skills and the ability to communicate with many different levels of personnel
Be open to change and must be flexible, able to work all hours and weekends
Ability to juggle multiple and changing priorities efficiently and effectively
Aptitude for effective data analysis and reporting

*Experience & Qualification:

Associate Degree in a Business or Statistics related field preferred or equivalent work experience
Strong skills in Microsoft Office with emphasis on Excel
Experience with working with ACD's, IVRs and Workforce Management Contact Center tools
Experience in Real-time Monitoring, Scheduling or Forecasting
Postuler



... BACK



l'entreprise Vistaprint Recrutement


1/Sr. Channel Marketing Specialist Paid Search:


As a member of Vistaprint's Paid Search team, you will optimize Paid Search (PPC) campaigns associated with several categories within Vistaprint's core product offering. This detail-oriented professional will work closely with the Rest of Europe Line of Business to understand customer behavior, how best to merchandise and promote our products to our customers, and focus on customer acquisition while maximizing total revenue and lifetime value.

*What you'll do all day:

Optimizing and testing. Apply your understanding of the competitive landscape, our customers needs and profiles, and current campaign performance to test new ideas for increasing customer acquisition or improving user experience and thus ROI of the campaign.
Growing the business. We're unique in Paid Search. We have access to a lot of data. It's a demand-driven channel. You'll work cross-functionally to unlock insights about customer behavior for other teams, and you'll continue to leverage this data to grow not just Paid Search but also the business.
Collaborating globally. You'll partner with colleagues on our team in Europe to deliver results globally. You'll be expected to incorporate their feedback and partner with them to impact results in multiple regions.
Operationalizing & executing tactical optimizations. You will be helping the team audit areas of opportunity within our accounts and executing against these opportunities to positively impact performance of the channel.

*You'll be measured on how well you:

Impact the business. Solve challenging business problems, learn new tools and techniques, work through the data, and find the meaningful insights that will help improve our business.
Partner and communicate. Work closely with your colleagues, not just on the Paid Search team, but also in other areas of the business to solve problems together, innovate, and turn ideas into reality.
Deliver results. Utilize strong organization and project management skills and attention to detail, and effectively manage projects supporting multiple business initiatives.

*We're looking for someone who:

Has advanced knowledge of Paid Search. You are a master of campaign and keyword management and understand the major components of good account architecture and account health. You are comfortable in managing and optimizing PLA/Shopping campaigns. Ideal candidate will have 2-4 years experience, previous work with automation and optimization tools (such as third party bid management applications) preferred.
Is comfortable multi-tasking. You enjoy and can handle multiple projects at once. You deliver on timelines, set expectations with key stakeholders in your projects, and are comfortable tackling complex business tasks and decisions.
Is a resourceful and driven problem solver. You enjoy tackling complex problems and using your data analysis skills and business acumen to identify solutions that will help our business grow.

*And a few reasons you might love it:

You'll grow and learn a lot. You will be exposed to a wide range of projects in our growing company, work with amazingly talented colleagues, and have the opportunity to solve a diverse set of problems.
You'll have the opportunity to make a difference. You'll be working on projects that can have a real impact on decisions we are a very data-driven company and Paid Search is a massive driver of Vistaprint's performance.
You'll love your colleagues and teammates. You will work with people who are as energetic, smart, and driven as you are. We've got an amazing team and we thrive off of each other you'll thrive too.

Job Segment: Data Analyst, User Experience, Project Manager, Data, Technology

2/Senior Data Engineer:

*Who We Are:

Vistaprint's Data and Analytics (DnA) organization is working to make our company one of the world?s most well-known and successful data-driven companies. The cross-functional team includes product owners, analysts, technologists, data engineers, and more all focused on providing Vistaprint with information and tools we can use to deliver jaw-dropping customer value. DnA team members are empowered to learn new skills, communicate openly, and be active problem-solvers.

The Data Engineering Group works across all domains including pricing/promotion/personalization, channel platform, core business & customer modeling, manufacturing & supply chain, and End-to-End Customer Experience, to build thoughtfully architected, performant, scalable, software products using the Vistaprint Data Platform.


*What You Will Do:

Build self-service business intelligence & reporting capabilities using technologies such as SQL Server, Snowflake, Looker, AWS, Databricks (Spark), Matillion, Tableau, and more
Work directly with analysts, data scientists, product owners, and business experts in a cross-functional, agile, software development team
Provide feedback for new features to the Vistaprint Data Platform team

*Your Qualifications:

Strong SQL skills and expert in working with ETL & relational databases (preferably using SQL Server)
Experience building and optimizing big data pipelines and workflow management tools
Experience analyzing the data and processes to answer specific business questions/use cases and identify opportunities for improvement.
Experience handling large volume data as well as both structured/unstructured data of various quality (relational tables, JSON, XML, etc.)
Coding proficiency in at least one modern programming language: Python, Java, Scala etc.
Good knowledge in version control preferably using GIT
Experience with cloud services in AWS (Preferred), Azure or Google
Problem solving and multi-tasking ability in a fast-paced, globally distributed environment
Degree in Computer Science, Engineering, Mathematics, or a related field
Three years minimum experience

*Nice to Have:

Experience with NoSql databases and hadoop ecosystem (especially streaming data)
Experience with Snowflake, S3, airflow and Spark (preferably Databricks Spark)
Experience in various practices such as automation, monitoring, CI/CD and DevOps
Familiarity with API?s/microservices (REST)
Statistics experience is a plus!

*Why Youll Love Working Here:

At Vistaprint, we put great importance into the wellbeing of our employees, which is why we offer perks that ensure a phenomenal work/life balance. Perks include flexible schedules, work from home capabilities, and very generous time off, including our unique sabbatical-like program, Vistabreak, to name a few!

*Our Benefits Package available to you includes:

Competitive salary, lunch benefit + healthcare
Flexible working hours
Training, conferences, meetups, free tech library, online training subscription, newest books
MSDN personal subscription
AWS and Azure labs for your own skill development
Access to various tools any data/analytics fan would dream of
24/7 onsite gym
Games room (ping-pong, baby-foot, PlayStation 4, Xbox)
Free drinks and frequent Team Buildings and Team lunches/dinners
Onsite catering and cafeteria
Awesome quiet room
Language courses
Excellent career management (including potential long term plan)
The excellent working atmosphere within one of the best employers in Tunisia
And much more!

*About Us:

As an e-commerce powerhouse, Vistaprint is a dynamic organization that maintains an exciting, entrepreneurial culture. With founder Robert Keane's return as CEO, we've renewed our focus on empowering and helping small businesses. To do this, we create customer value (and delight) through accessible, cutting-edge technology. We thrive on providing opportunities for exploration, collaboration, innovation and growth for both our customers and our team.


*Equal Opportunity Employer:

Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

3/Real-Time Analyst, CARE WFM ROC:

*Job Purpose:

The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the center's service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.

*Key Outputs:

Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.

*Key Responsibilities /Duties:

Manage real-time agent adherence to schedule and log relevant schedule exceptions.
Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
Process ticket requests within established internal SLAs.
Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
Investigate and file tickets relating to general system outages affecting the center.
Facilitate communications with IT teams towards the minimizing of center downtime.

Prepare, maintain and update RTA SOP documentations as identified and requested.
Make recommendations toward performance improvement including training and shift adjustments needs.

*Key Competencies/Traits:

Highly resourceful with the ability to work independently and take initiative
Excellent verbal and written communication skills
Strong interpersonal skills and the ability to communicate with many different levels of personnel
Be open to change and must be flexible, able to work all hours and weekends
Ability to juggle multiple and changing priorities efficiently and effectively
Aptitude for effective data analysis and reporting

*Experience & Qualification:

Associate Degree in a Business or Statistics related field preferred or equivalent work experience
Strong skills in Microsoft Office with emphasis on Excel
Experience with working with ACD's, IVRs and Workforce Management Contact Center tools
Experience in Real-time Monitoring, Scheduling or Forecasting
Postuler



... BACK



l'entreprise Vistaprint Recrutement


1/Sr. Channel Marketing Specialist Paid Search:


As a member of Vistaprint's Paid Search team, you will optimize Paid Search (PPC) campaigns associated with several categories within Vistaprint's core product offering. This detail-oriented professional will work closely with the Rest of Europe Line of Business to understand customer behavior, how best to merchandise and promote our products to our customers, and focus on customer acquisition while maximizing total revenue and lifetime value.

*What you'll do all day:

Optimizing and testing. Apply your understanding of the competitive landscape, our customers needs and profiles, and current campaign performance to test new ideas for increasing customer acquisition or improving user experience and thus ROI of the campaign.
Growing the business. We're unique in Paid Search. We have access to a lot of data. It's a demand-driven channel. You'll work cross-functionally to unlock insights about customer behavior for other teams, and you'll continue to leverage this data to grow not just Paid Search but also the business.
Collaborating globally. You'll partner with colleagues on our team in Europe to deliver results globally. You'll be expected to incorporate their feedback and partner with them to impact results in multiple regions.
Operationalizing & executing tactical optimizations. You will be helping the team audit areas of opportunity within our accounts and executing against these opportunities to positively impact performance of the channel.

*You'll be measured on how well you:

Impact the business. Solve challenging business problems, learn new tools and techniques, work through the data, and find the meaningful insights that will help improve our business.
Partner and communicate. Work closely with your colleagues, not just on the Paid Search team, but also in other areas of the business to solve problems together, innovate, and turn ideas into reality.
Deliver results. Utilize strong organization and project management skills and attention to detail, and effectively manage projects supporting multiple business initiatives.

*We're looking for someone who:

Has advanced knowledge of Paid Search. You are a master of campaign and keyword management and understand the major components of good account architecture and account health. You are comfortable in managing and optimizing PLA/Shopping campaigns. Ideal candidate will have 2-4 years experience, previous work with automation and optimization tools (such as third party bid management applications) preferred.
Is comfortable multi-tasking. You enjoy and can handle multiple projects at once. You deliver on timelines, set expectations with key stakeholders in your projects, and are comfortable tackling complex business tasks and decisions.
Is a resourceful and driven problem solver. You enjoy tackling complex problems and using your data analysis skills and business acumen to identify solutions that will help our business grow.

*And a few reasons you might love it:

You'll grow and learn a lot. You will be exposed to a wide range of projects in our growing company, work with amazingly talented colleagues, and have the opportunity to solve a diverse set of problems.
You'll have the opportunity to make a difference. You'll be working on projects that can have a real impact on decisions we are a very data-driven company and Paid Search is a massive driver of Vistaprint's performance.
You'll love your colleagues and teammates. You will work with people who are as energetic, smart, and driven as you are. We've got an amazing team and we thrive off of each other you'll thrive too.

Job Segment: Data Analyst, User Experience, Project Manager, Data, Technology

2/Senior Data Engineer:

*Who We Are:

Vistaprint's Data and Analytics (DnA) organization is working to make our company one of the world?s most well-known and successful data-driven companies. The cross-functional team includes product owners, analysts, technologists, data engineers, and more all focused on providing Vistaprint with information and tools we can use to deliver jaw-dropping customer value. DnA team members are empowered to learn new skills, communicate openly, and be active problem-solvers.

The Data Engineering Group works across all domains including pricing/promotion/personalization, channel platform, core business & customer modeling, manufacturing & supply chain, and End-to-End Customer Experience, to build thoughtfully architected, performant, scalable, software products using the Vistaprint Data Platform.


*What You Will Do:

Build self-service business intelligence & reporting capabilities using technologies such as SQL Server, Snowflake, Looker, AWS, Databricks (Spark), Matillion, Tableau, and more
Work directly with analysts, data scientists, product owners, and business experts in a cross-functional, agile, software development team
Provide feedback for new features to the Vistaprint Data Platform team

*Your Qualifications:

Strong SQL skills and expert in working with ETL & relational databases (preferably using SQL Server)
Experience building and optimizing big data pipelines and workflow management tools
Experience analyzing the data and processes to answer specific business questions/use cases and identify opportunities for improvement.
Experience handling large volume data as well as both structured/unstructured data of various quality (relational tables, JSON, XML, etc.)
Coding proficiency in at least one modern programming language: Python, Java, Scala etc.
Good knowledge in version control preferably using GIT
Experience with cloud services in AWS (Preferred), Azure or Google
Problem solving and multi-tasking ability in a fast-paced, globally distributed environment
Degree in Computer Science, Engineering, Mathematics, or a related field
Three years minimum experience

*Nice to Have:

Experience with NoSql databases and hadoop ecosystem (especially streaming data)
Experience with Snowflake, S3, airflow and Spark (preferably Databricks Spark)
Experience in various practices such as automation, monitoring, CI/CD and DevOps
Familiarity with API?s/microservices (REST)
Statistics experience is a plus!

*Why Youll Love Working Here:

At Vistaprint, we put great importance into the wellbeing of our employees, which is why we offer perks that ensure a phenomenal work/life balance. Perks include flexible schedules, work from home capabilities, and very generous time off, including our unique sabbatical-like program, Vistabreak, to name a few!

*Our Benefits Package available to you includes:

Competitive salary, lunch benefit + healthcare
Flexible working hours
Training, conferences, meetups, free tech library, online training subscription, newest books
MSDN personal subscription
AWS and Azure labs for your own skill development
Access to various tools any data/analytics fan would dream of
24/7 onsite gym
Games room (ping-pong, baby-foot, PlayStation 4, Xbox)
Free drinks and frequent Team Buildings and Team lunches/dinners
Onsite catering and cafeteria
Awesome quiet room
Language courses
Excellent career management (including potential long term plan)
The excellent working atmosphere within one of the best employers in Tunisia
And much more!

*About Us:

As an e-commerce powerhouse, Vistaprint is a dynamic organization that maintains an exciting, entrepreneurial culture. With founder Robert Keane's return as CEO, we've renewed our focus on empowering and helping small businesses. To do this, we create customer value (and delight) through accessible, cutting-edge technology. We thrive on providing opportunities for exploration, collaboration, innovation and growth for both our customers and our team.


*Equal Opportunity Employer:

Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

3/Real-Time Analyst, CARE WFM ROC:

*Job Purpose:

The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the center's service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.

*Key Outputs:

Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.

*Key Responsibilities /Duties:

Manage real-time agent adherence to schedule and log relevant schedule exceptions.
Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
Process ticket requests within established internal SLAs.
Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
Investigate and file tickets relating to general system outages affecting the center.
Facilitate communications with IT teams towards the minimizing of center downtime.

Prepare, maintain and update RTA SOP documentations as identified and requested.
Make recommendations toward performance improvement including training and shift adjustments needs.

*Key Competencies/Traits:

Highly resourceful with the ability to work independently and take initiative
Excellent verbal and written communication skills
Strong interpersonal skills and the ability to communicate with many different levels of personnel
Be open to change and must be flexible, able to work all hours and weekends
Ability to juggle multiple and changing priorities efficiently and effectively
Aptitude for effective data analysis and reporting

*Experience & Qualification:

Associate Degree in a Business or Statistics related field preferred or equivalent work experience
Strong skills in Microsoft Office with emphasis on Excel
Experience with working with ACD's, IVRs and Workforce Management Contact Center tools
Experience in Real-time Monitoring, Scheduling or Forecasting
Postuler



... BACK



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