How exactly you can influence the developmentof the Company:

● People Management: Managing a team of 5 Global Real-Time Specialists (training, conducting 1-to-1s, managing schedules, setting and reviewing KPIs)● Function transformation: Shifting the team's work from reactive queue monitoring to proactive data and analytics management.● Cross-functional collaboration: Building collaboration processes and SLAs with Team Leads, the Planning team, and IT Support to resolve systemic issues.● Routing and processes: Managing traffic distribution logic (IVR, chatbots, skill-based routing).● Knowledge management: Regularly re-engineering processes, creating and updating emergency flows (crisis protocols) and the knowledge base in Confluence.

Challenges for three months:

● Transforming the team’s role: Moving the Global Real-Time Specialists function from reactive monitoring to proactive analytics. Enabling team members to make decisions independently, introducing individual KPIs, and training the team on tools that impact the end business result. ● Standardizing and documenting processes: Conducting a full audit of operational activities, optimizing them, and creating a comprehensive specialist workflow from scratch (or through in-depth re-engineering), with clear procedures, instructions, and emergency flows documented in Confluence. ● Building an availability management system: Setting up response, routing, and cross-functional collaboration processes to ensure stable Customer Care availability (Answer Rate / Service Level) of at least 90% across all markets. ● Synchronizing with adjacent functions: Developing and agreeing on common partnership rules (interaction SLAs) with Team Leads and the Planning team to ensure coordinated traffic and incident management.

To achieve the results, you will need:

● at least 1 year of experience in WFM: a deep understanding of customer service metrics and the relationships between key metrics (SLA, Answer Rate, Contact Rate, Adherence, Shrinkage, Occupancy).● at least 1 year of management experience: hands-on experience managing a team (preferably in an operations or Customer Care function).● English: B1 (Intermediate) or higher, with the ability to communicate fluently in writing and verbally with global teams.● Analytical skills: confident proficiency in Excel/Google Sheets (complex formulas, pivot tables) and hands-on experience working with BI systems to make data-driven decisions.● Crisis management: understanding of Incident Management principles in Customer Care and the ability to act quickly during large-scale incidents.● People Management: experience with training, conducting 1-to-1, managing schedules, and setting and reviewing KPIs

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation