Oferta pracy

Tactical Planning Specialist


  • Kraków

    Kraków, Lesser Poland
  • offer expired 3 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • remote recruitment

Your responsibilities

  • As Tactical Planning Specialist you will be reporting directly into the Tactical Lead and be responsible for all inbound and outbound dialler traffic for the contact centres and ensure it is routed correctly and against strategic priorities.

  • You will provide specialist knowledge, advice and guidance on the use of outbound dialler for all operating channels (Voice, SMS, Web chat, Chat bot fallout, etc.). Ensure we are making the best of our dialler and gaining maximum returns

  • This autonomous role will see you ensuring supported business areas achieve agreed outbound targets via effective use of each system

  • Improve our productivity, accuracy and results while maintaining the highest level of regulatory compliance

  • Ensuring an aligned approach and strategy (workflow) through supporting and overseeing each of the 8 call centres.

  • Work collaboratively to ensure data & resource are applied to optimise dialling in a compliant and efficient manner, while minimising cost and maximising revenue in line with local and group operating strategies.

  • Proactively identify performance challenges across the operation (inbound/back office/dialler) & propose remedial actions.

  • Constant and consistent monitoring and assessment to maximise performance, reacting in real-time to unforeseen peaks and troughs in Inbound Call Volumes/Dialler File Sizes and Planning alternative on the day strategies to execute in order to meet targets.

  • Being the point of contact for the reporting, tracking and management of faults and/or incidents that impact the customer engagement operations within Hoist Finance.

  • Responsibility for ensuring Aspect Workforce Management (WFM) data is kept up to date for all agents.

  • Update and maintain all exception data in WFM, including 121’s, Team Meetings, absence and any other ad-hoc offline activities.

  • Facilitation of operational engagement forums which focuses on resource requirements, actuals, projections, campaign management and forecasting along with providing and supporting key recommendations such as shift reviews, operational effectiveness reporting and shrinkage monitoring.

  • Ownership of personal continuous professional development.

  • Take ownership for planning documentation and performance metrics

  • Work with colleagues in IT to ensure correct selection of key data and creation of dialling lists.

  • Reporting key MI results as required.

  • Although primarily based in country the post holder will be required from time to time to support the tactical management in other countries / locations.

Our requirements

  • Excellent written and verbal communication skills in English

  • Very good knowledge of Italian will be essential on the permanent role

  • Extensive experience using a Workforce Management tool (preferably Aspect WFM) specifically using the advanced functions within the tool to drive performance within the call centre

  • Extensive experience using a Dialler system (preferably Aspect ALM) specifically using the advanced functions within the tool to drive performance within contact rates and strategies

  • Ability to work in high pressure environments with ability to make quick decisions when necessary

  • Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders

  • Excellent analysis and problem solving capabilities

  • Able to demonstrate personal and operational agility including; flexibility, adaptability, judgement, decision making, decisiveness, quick thinking and learning

  • High levels of personal motivation to deliver priorities and solutions independently

  • A full understanding of all role relevant continental Europe telecommunications regulatory bodies outbound dialler regulations e.g. OFCOM, BEREC, AGCOM, UKE.

  • Experience of operation in an FCA regulated business or similar regulators in the EU and European Economic Area

  • Champion of integrity with a strong team work ethic


  • Experience creating, manipulating and producing Management Information (MI) independently

  • Experience planning in an Omni-Channel contact centre enterprise, including experience with Non-Telephony / Back Office planning

  • Strong levels of business awareness

  • Strong excel skills - VBA and MS Access

What we offer

  • A contract of employment in a friendly atmosphere within a group listed on the Swedish stock exchange.

  • opportunity to take part in a new project and transitions

  • Opportunity to gain experience in an international organization

  • An opportunity to participate and drive the work of developing a Shared Service Centre

  • Social benefits package: private medical care, sports programs, co-financing of commuting and group insurance.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • flexible working time

  • christmas gifts

  • sharing the commuting costs


Hoist Finance was founded in 1994 and achieved a key milestone in 1996 with the approval of the subsidiary Hoist Kredit AB (publ) by the Swedish Financial Supervisory Authority under the new credit company regulations. Hoist Finance has enjoyed strong, profitable growth for the past years, and we are currently operating in eleven European countries with more than 1,700 employees. With over 20 years of experience, we have become one of the leading debt management companies in Europe – and we are growing fast. The Group has operated under the Hoist Finance brand since 2012 and was listed on Nasdaq Stockholm in 2015. Our subsidiary Hoist Kredit merged with Hoist Finance in 2018.

We purchase both performing and non-performing loans from our partners, international banks and financial institutions, so that they can free up resources for their respective core business. Apart from helping people getting back on track financially, this also contributes to upholding a sustainable, fair and stable credit market since we help banks to offload their balance sheet so that they can meet their regulatory requirements.

Scroll to the company’s profile

Your application

If you are excited about what you’ve read, please send a personal letter in support of your application along with your CV in English by applying via button: “Aplikuj".

Interviews will be conducted continuously.