BAT is evolving at pace - truly like no other organisation.
To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!
BAT POLAND IS LOOKING FOR AN ENGAGEMENT CENTRE WORKFORCE MANAGER
SENIORITY LEVEL: Non-Management
FUNCTION: Marketing
LOCATION: Warsaw, Poland
TYPE OF CONTRACT: Permanent
BENEFITS:
- Private Medical Subscription and Life Insurance
- Fitness, Wellness and Mental Health benefits
- Learning & Development programs
- Hybrid work environment
ROLE POSITIONING AND OBJECTIVES
The Engagement Centre is fully dedicated to providing world class customer service to our consumers and distributors. We provide multi-channel support and have the best team of people ready to assist them. Your primary role is to be responsible for scheduling and forecasting. You will also implement and optimize the usage of workforce management tools within the Engagement Centre. Provides daily and weekly scheduling and real time monitoring support. Track and analyse data to support executive management staffing decisions. In addition, you will also perform post analysis evaluation of agent statistics, reporting relating to the applications, as well as identify operational opportunities for improvement, spot trends, and recognize potential issues while offering solutions with a documented action plan.
Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
We’re waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction. Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!
WHAT YOU WILL BE ACCOUNTABLE FOR
- Performing advanced planning and scheduling while implementing necessary changes to improve the level of quality and efficiency.
- Developing labour schedules to meet contact volumes and service levels.
- Working with management to ensure agent adherence and/or conformance to schedules and creating reports utilized by the engagement centre for staffing/productivity measurements.
- Utilising specialized software tools to manage and forecasting staffing levels for engagement centres.
- Conducting problem case analysis exercises to assist in root-cause analysis and drive optimization in operations results.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Proficiency in German and an advanced level of English.
- Experience creating forecasts and schedules for large teams across different areas.
- Experience in handling raw data, analysing it and transforming it into relevant reports.
- Demonstrated organizational skills.
WE ARE BAT
At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner – one of 50 most sustainable companies
BELONGING, ACHIEVING, TOGETHER
Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!
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