How exactly you can influence the developmentof the Company:

● the opportunity to directly influence processes and the quality of services provided● the opportunity to work with a product you use yourself and see the impact of your work

Challenges for three months:

● ensuring target line availability: maintaining Contact Center availability (Answer Rate) at no less than 95% and achieving a Service Level (SLA) of 80% across all business units and countries during assigned shifts through dynamic traffic balancing● anomaly management and process optimization: independently managing incidents end-to-end (from identification to removing traffic restrictions) and providing at least 2 well-grounded proposals to improve real-time monitoring (e.g., alert optimization, Tableau dashboard enhancements, or accelerating the mass communication process)● ensuring data accuracy and resource control: achieving 100% accuracy in documenting all manual traffic adjustments using the logic “problem ➔ actions taken ➔ impact ➔ conclusions” for the Planning team, as well as ensuring timely escalation of Adherence violations to Team Leads without delay

To achieve the results, you will need:

● deep understanding of performance metrics — practical knowledge of the relationship between SLA, Answer Rate, Contact Rate, Adherence, Shrinkage, and Occupancy● practical experience with real-time control and omnichannel routing tools (Webex, Kwizbot, CRM) for workload balancing● strong analytical skills — experience in using BI systems (Tableau) and AI tools to quickly identify systemic anomalies● incident management experience — working with ticketing systems (Jira), activating crisis protocols and contingency scenarios● experience in analytical reporting — ability to establish cause-and-effect relationships, from problem identification to actions taken and their impact on metrics● high level of ownership and results orientation — willingness to take responsibility for decisions made and follow up on escalated tasks until the situation on the line is fully stabilized● high responsiveness and proactivity — ability to anticipate issues and act proactively under time pressure and high operational workload● systematic and critical thinking — ability to validate system data and AI-generated insights to identify the actual root causes of issues● global multitasking skills — ability to efficiently switch between contexts while simultaneously monitoring operations across multiple countries and business units● cross-functional collaboration experience — ability to quickly coordinate actions with related teams without losing the broader business context

How do you manage your working hours?

● 8-hour working day, from 9 a.m. to 6 p.m., Monday to Friday● cooperation in accordance with the legislation of Uzbekistan