Oferta pracy

Customer Service Workforce Analyst

Limango Polska Sp. z o.o.

Limango Polska Sp. z o.o.

Świętego Antoniego 2

Stare Miasto


Your responsibilities

  • Planning, monitoring, and managing teams work schedules

  • Arranging schedules based on team preferences and responding to changes (e.g., number of customer contacts) to meet target KPIs (SLA)

  • Create and update staffing and occupancy forecasts at any given time, including collecting, reviewing, and correcting data that can be used for short, medium, and long-term forecasting

  • Create, maintain and improve reports using Excel and other tools (e.g. Tableau)

  • Analyzing consultant performance, operational metrics, correlations between them and initiating changes and improvements to processes, ways of working and tools

  • Reporting and analysis of incoming traffic (emails, phone calls)

  • Reporting of planning information to key stakeholders

  • Supporting Team leaders and People department in recruitment processes

Our requirements

  • With a strong analytical mind, you're able to quickly understand and face challenges that are not lacking in limango. You're a team player and not afraid to trying out new things. What you should also come with:

  • Experience in managing team working hours and using WFM tools

  • Minimum one year experience in a call center environment

  • Good knowledge of ACD, IVR and EMRS systems

  • Very good knowledge of Excel and developed analytical skills (a must)

  • English on min. B2/C1 level (a must)

  • Independence in performance of assigned tasks and organization of own work

  • Ability to communicate in a diverse environment

What we offer

  • Private health care

  • We provide access to the best specialists for you and your loved ones.

  • Language classes

  • English and German lessons in small groups, tailored to your skills.

  • Remote work and flexible working hours

  • Possibility of partial remote work, as well as adjusting working hours to your daily schedule.

  • Office in the center of Wrocław

  • Nearby cinema, fitness club and large selection of lunch places.

  • Fruit Mondays

  • There is no shortage of coffee, fruit, pizza, sweets and healthy snacks in our office.

  • Company events in the best company

  • After hours we often organize interesting outings or meetings in our office.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • flexible working time

  • integration events

Limango Polska Sp. z o.o.

As limango we are a company which has been specializing in e-commerce for 10 years. Together with platforms in the Netherlands and Germany, we are part of the OTTO Group, one of Europe's leading e-commerce companies. We are the shopping platform with the largest selection of products for the whole family!

We value work-life balance and create a culture of respect, trust and equality. If these values are also key for you, there is a good chance that you will find your place with us.

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What you can count for:

Interesting and challenging work in a dynamic environment of the Internet industry - you will not get bored with us!

The possibility of real shaping of the business - we value independence and delegate responsibility,

Gaining experience in an international team, operating in different European markets.

As a Customer Service Workforce Analyst in the fast-growing Group Customer Service department that serves the German, Austrian, Dutch and Polish markets, you will be responsible for forecasting, creating and adjusting employee schedules to serve limango customers' requests at the highest possible level. You will also be responsible for analyzing operational KPIs and agents performance and implementing improvements in processes, ways of working and tools.

In your role you will report to the Head of Group Customer Service.