Workforce Management Specialist to Customer Operations

Qliro has a track record of delivering new products and services at an unmatched speed. We are active in an exciting intersection of the e-commerce, payment, and financial services markets. We target both leading online merchants and millions of Nordic consumers seeking superior digital payments and consumer finance products. Customer Operations are standing in front of an exciting journey; prepare and set the structure for future development and create the best and exhilarating atmosphere for both our customers and employees.

In this role, you will be working towards pro-actively optimizing workforce management, to help Customer operations delivering customers a WOW experience. We are looking for an analytical person that loves to be in the middle of where things are cooking. Do you see yourself as a problem solver and want to be responsible for the Customer Operations Workforce management? Are you experienced in forecasting, scheduling and reporting for customer service, within the banking, finance or E-commerce industry? Join us, it will be fun!

What you’ll do:

• Forecast contacts and tasks across all channels and teams within Customer operations
• Resource planning based on the forecast, providing recommendations on recruitment need or cross-skill training to Operations management
• Scheduling on monthly basis in Teleopti across all channels and teams within Customer operations
• Optimizing schedules on a weekly and daily basis, based on changes in volume and/or staffing, to ensure consistent service levels
• On monthly basis, gather data and compile an overall operations performance report to be shared across the company
• On weekly and daily basis support operations management with reports that help them in their day-to-day delivery
• Ad-hoc data analysis, to help OPS teams solve problems with recommendations based on data
• Be a part of Operation's future development – work proactively and agile. Provide recommendations on the development of Qliro’s products and processes based on their own observations and reflections from the team.
  
  

We believe you:

• Is a team player, with the ability to balance driving your WFM perspective while adapting to the team strategy
• Experience with forecasting and scheduling of multi-skill/-language customer operations
• Experience working with Teleopti or equivalent WFM tool
• Have an analytical mindset, to not only create and compile reports but provide context and recommendations of actions
• Strong Excel skills and experience with creating presentations in PowerPoint
  

Previous experience with analytical tools or query languages as Qliksense, Jupyter, SQL or similar is meritorious. Also if you besides being fluent in English and Swedish, have knowledge in other Nordic languages. 

WOW in everything we do

As a team member, "a Qliroer," you will be offered to work in a dynamic and fast-paced Fintech environment. We thrive on challenges, personal growth and we have a culture that emphasizes learning and development embracing our core values. We believe that through collaboration and our everyday curiosity, we feel empowered and can take accountability. Together we work hard to create a workplace that is diverse and inclusive. We strive to empower our people to manage their time and work effectively and, wherever possible. We promote flexible working hours to help you juggle your everyday life and love the work you do.