Job Description
Your main responsibilities
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Securing the needed volume of employees to handle everyday customers’ contact and CX workload by work scheduling (hourly/ daily/ weekly/ monthly), incl. training planning) by name and skill
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Driving command center by decisions on routing to inhouse and outsourcing manpower resources
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Managing advisors availability during shifts (transactional time, meetings, trainings, brakes)
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Monitor and increase efficiency (accurate number of people needed to incoming contacts/ hour)
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Planning the scheduling and traffic management tools development
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Planning automation in the subject area and supporting its development
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Acquire outsourcing partners and managing relation with them (processes and procedures of cooperation, invoicing, cost management)
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Managing the Scheduling and traffic management team
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Cooperating with CX people leaders and other Allegro employees based on Allegro culture fit
We are looking for people who
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Have min. 5 years of experience in managing people and CX operations/ customer service or managing the scheduling and contact routing team
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Have in-depth knowledge of CX operations, quality measurement and efficiency improvement
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Dive deep into facts to guide their actions and decisions
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Have analytical approach, business acumen and good problem solving skills
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Have ability to management a change across the teams
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Have capability to create structured and synthetic documents
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Have an effective and structured communicator
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Are proficient in Polish as well as English (min B2)
We offer
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Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools
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A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)
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Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise
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Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)
Send in your CV and see why it is #dobrzetubyć (#goodtobehere)
What We Do
Allegro is the most popular shopping platform in Poland and the largest e-commerce platform of European origin. We operate a marketplace model which means that customers can buy whatever they need from over 135,000 merchants, who can list an unlimited number of offers on our platform. We offer products in all key categories including Automotive, Fashion, Home&Garden, Electronics, Books and Collectibles, Kids or Health and Beauty. Each month, 22 million customers visit our platform, which is equivalent to almost 80% of all Internet users in Poland. They can choose from over 250m offers at the most attractive prices with maximum convenience including fast and free deliveries under the Allegro Smart! programme, modern financial services (Allegro Pay), as well as Poland’s widest 50k pickup points network. In 2019 we celebrated the 20th anniversary of Allegro in Poland. For over two decades, we have been serving consumers and promoting the idea of entrepreneurship in one of the most innovative areas of the economy. We have come a long way from an auction site for private individuals looking for a modern alternative to their local flea market. Today, we are a vibrant international marketplace platform for professional sellers and a must-have sales channel for top international brands and retailers. We currently employ more than 7000 employees and each of us ranks among the best experts in their field. Whether it’s in Technology, Customer Experience, Commerce, Delivery Experience or many other teams, we’re all proud to say that Allegro employs the best people on the market and all of us are ready to admit that it’s #goodtobehere.
