Customer support planning specialist in Uklon

Uklon is a product IT company that develops a leading ride-hailing service. Every day, the powerful Uklon team pumps one of the largest infrastructures in the market of Ukraine and beyond, ensuring the interaction of drivers and riders.

We create a highload product, behind which are hidden ambitious technological challenges, continuous innovations and non-obvious moves. Our work framework is to test new hypotheses, push your ideas, and use the latest technology stack.

Join us as a Customer Support Planning Specialist

Hiring process:

Introduction, interview with the team, test assignment (we value your work and time, so we pay TK) and final meeting.

What we offer specifically for this role:

• direct influence on the strategic efficiency and overall result of Customer Care at Uklon

• broad opportunities to make decisions on the choice of methodologies and planning tools

• work with ambitious projects that will become powerful cases in your professional portfolio

• work in a team of professionals: join a team that awarded with numerous awards in the Customer Experience market, and the opportunity to learn best practices from real professionals

• modern approach to building processes using powerful IT solutions

• regular performance & salary review

• annual bonus for meeting company goals

• company culture in which everyone is significant and valuable and has an impact on processes

How exactly can you influence development companies:

• manage the forecasting cycle: manage short-, medium- and long-term forecasts of the volume of work and workload for each of the areas of the contact center (tickets, calls, chats)

• create work schedules of agents that will meet the forecasted demand

• make operational adjustments to the schedule of agents (if necessary) to achieve indicators of response speed

• control the number of worked hours hours

• analyze indicators daily to open additional shifts

• provide management recommendations on optimizing work shifts and the number of personnel

• analyze the effectiveness of planning and forecasting: deviation of the fact from the plan, preparation of reports.

Challenges for three months:

• build and document a single process of forecasting the load per month for all channels (chats/calls/tickets) with agreed upon: data sources, training rules, roles/responsibles, assumption log and quality control (single source of truth)

• create an hourly forecast model (day/hour) broken down by business units/queues that takes into account: seasonality and patterns, business drivers (campaigns/changes/events), operational factors (AR/lost > recontacts, channel mix, AHT)

• ensure compliance of planned and actual hours within the limits of the budget and planning rules: control of deviations, transparent reasons, corrections for subsequent periods

• introduce an approach to forming the schedule as a "coverage roadmap": the schedule covers the need foralone, takes into account critical weekends/agreements with agents, transitions between months and the number of working days; has a checklist of inspections and approvals with stakeholders

• implement a mechanism for prompt response to load deviations: triggers (what we consider to be a problem), action scenarios (redistribution, change of activities, priorities), responsible and recording decisions in the change log

To achieve results, you will need:

• experience working with load planning and schedules in the contact center/Customer Care from 1 year old

• knowledge of Workforce Management (WFM) principles: load forecasting, scheduling, change management

• mastery of Excel/Google Sheets (advanced formulas, pivot tables, automation)

• understanding of key contact center metrics: SLA, ASA, AHT, Service Level, Occupancy, Adherence

• analytical thinking, ability to work with large data sets, build forecasts

• quick decision-making skills and the ability to balance between business needs and the capabilities of the team

• high level of responsibility, attention to details

• experience working with specialized WFM-systems - will be an advantage

How do you regulate your working hours?

• classic five-day work week

• days off with retention of remuneration: 20 per personal needs, 1 more for a birthday, 10 due to illness, up to 8 for blood donation

How will you pump your skills in Uklon?

• internal exchange of knowledge, mentoring programs and trainings for the development of soft and hard skills

• obtaining profile certifications for IT experts

• corporate library and subscriptions to information resources

• personal/team budget for training

• corporate discounts and compensation English lessons

• long-term training for managers

Care and support

• health insurance in Ukraine

• paid sessions with Pleso psychotherapists

• provision of their fighters in the Armed Forces with ammunition and medicines

• gamification, gifts, raffles and discounts from partners

• sports events and corporate team building

• wellness programs (emotional support workshops)

• massage weeks in the office in Kyiv

• promo codes for trips with Uklon

Regular Sport Activities:

• Uklon Football every week

• Uklon Online & Offline Yoga every week

• corporate discounts, partial compensation for sports activities

Corporate social responsibility

Uklon is a socially responsible business and is among the TOP-10 largest donors to support the defense forces and humanitarian initiatives among Ukrainian businesses in the IT and telecommunications sector. The total amount of financial support and investments of Uklon, including corporate contributions of the company and charitable contributions of the founders, in support of the Armed Forces, volunteer movements, CSR projects and charitable initiatives, for the period from January 2022 to July 2025, amounted to more than 230 million hryvnias. The company is also among the most responsible taxpayers in the IT sector, having paid 68 per performance in 20240 million hryvnia taxes.

*We value every feedback and aim to provide feedback within 7 business days. If there was no answer, don't be upset: it's just that this time there was no match with the vacancy.

If you don't see the letter from us, please check the "Spam" folder or other mail tabs. Sometimes our answers end up there. Thank you for choosing Uklon. See you soon!