Job Opportunities in Poland
October 15, 2024
Planet
Warszawa
OTHER
Scheduler and SLA Desk Coordinator, Tax Free Customer Service
remote type
Hybrid
locations
Warsaw - Poland
time type
Full time
posted on
Posted 2 Days Ago
job requisition id
JR08575
About Us:
The payments market is the most exciting technology market in the world today for good reason. Mc Kinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has Apple Pay, Google has Google Pay, Amazon has Amazon Pay, and it’s not just the Silicon Valley brands. Tencent owns We Chat Pay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.
We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.
Role Overview
This role is crucial in balancing workload and capacity, optimizing team performance, and maintaining service level speed and quality while meeting organizational goals. The focus of this role includes maintaining CS Team SLAs.
The candidate shall be familiar with workforce scheduling process, be able to build schedules and reports on associated measures such as adherence, workload patterns, demand for workforce, etc.
Scheduler and SLA Desk Coordinator shall also be ready to handle projects to implement new workforce management tools and systems and be able to work collaboratively across departments and with various teams to ensure schedules aligned and SLAs are met.
This role is perfect for candidates who can analyse data, effectively prioritize tasks with minimal supervision, thrive under tight deadlines, and demonstrate initiative and determination.
Kew responsibilities
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Prepares a work schedule and shifts plans in timely manner to ensure the optimal coverage within the operating hours
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Clear communication of schedules, changes, and expectations, both in writing and verbally
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Supports absence planning within department giving recommendations and ensuring no backlogs.
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Analyses the incoming volumes, staff productivity and availability and is responsible for the department capacity planning and scheduling plans to ensure appropriate resource allocation to meet required targets in SLAs, AHT, ABA, response and resolution times, voice of customer, quality metrics
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Distributes the daily work to the individuals collaborating closely with team Supervisors to ensure the departmental KPIs are met
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Monitors daily progress of the departmental, team and individual level
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Reports and highlights any deviation from required daily/weekly/monthly productivity targets and monitors the resolution of those working hand in hand with Supervisors
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Amends work distribution accordingly during the day to ensure that the SLAs are met on a daily basis
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Prepares various reports for the data required; create corresponding SLA/capacity reporting
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Performs case analysis to identify key reason for incoming queries and proposes solutions/processes to remediate/fix certain challenges
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Actively manages agents skillsets to ensure best KPIs achieved
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Reports risks and recommends mitigation measures to meet the SLAs on a daily, weekly and monthly basis
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Proposes improvements and is seeking for opportunities, efficiencies, optimizations
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Ables to communicate effectively with various stakeholders, including team members, management, and clients
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May assist with training system users
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May perform special projects assigned
Required Skills
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Full proficiency in verbal and written English
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Good analytical skills, time and project management skills
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Experience with reporting software to track SLA metrics and create performance reports
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Familiarity with scheduling platforms (like Microsoft Outlook, Google Calendar, or industry-specific tools) to manage appointments and resources
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Advanced Excel knowledge;
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Strong interpersonal and communication skills
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Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
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Willingness to learn and actively contribute
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Knowledge of scheduling/workforce applications, telecoms and salesforce would be an asset
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Experience in scheduling workforce would be an advantage
Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
About Us
Company Background
Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.
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