Load Planning and Scheduling Manager (Analyst) in NovaPay

The financial company NovaPay (the NOVA group of companies) invites you to participate in the competition for the position "< /b>Load Planning and Scheduling Manager»

Requirements:

Education: higher

Work experience: at least 2 years in similar positions in service organization divisions.

Knowledge: Contact Center technologies (IVR, routing, Work Force Management); methodology for planning the load on Contact Center channels, calculating the required resources according to Erlang's formulas; key KPIs and their relationship in the field of mass service.

Skills: data analysis; development of mathematical models for forecasting the load on contact center channels, chats, IVR; formation of business requirements for development teams; performance analysis and implementation of new approaches to service automation.

Technical knowledge: confident user of MS Office, SQL, BI (knowledge of Jira and Figma will be an advantage).

Personal qualities: analytical and systems thinking, the ability to process information in a structured manner.

Main tasks:

• Implementation of the load planning system and scheduling to meet service targets.
• Development of internal service processes.
• Participation in key customer experience improvement projects.

We offer:

• work in an innovative company in the FinTech segment
• the possibility to work in a hybrid format or remotely
• mentoring program and support for each new employee
• care for your mental and physical health (medical insurance, psychological consultations, corporate sports communities)
• training and development (English language classes, courses and trainings for professional growth)
• annual salary reviews according to own performance
• meetings with famous speakers in the Corporate Club
• an opportunity to show your talents (we value creative initiative and support it)