Location:
Sofia
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

Purpose of the role:

This high-level customer service function is responsible for business intelligence reporting, analysis and planning support or in other words the provision of high-quality management information to support forecasting and planning activities, performance and service level management, business development and decision making. A vital part of the role is strong analytical and communication skillset.

Responsibilities:

  • Produce periodic forecasts for and analyze customer contacts traffic
  • Arrive at and effectively communicate staffing and headcount requirements to the different supported teams
  • Identify improvement opportunities and recommend sustainable solutions regarding staffing and scheduling
  • Share team responsibility for administration and business ownership of CS workforce management and activity tracking applications
  • Drive the optimization of CS reporting landscape through specification and implementation of data requirements and report development / enhancement
  • Maintain up-to-date and detailed documentation of current reporting landscape (specifications, definitions, known issues / incompatibilities, SQL queries, etc.)
  • Validate CS data and resolve data quality incidents in collaboration with internal and external stakeholders
  • Prepare and deliver daily / weekly / monthly departmental performance reports, executive summaries, and analyses to internal and external stakeholders
  • Deliver ad-hoc reports and analyses to internal / external stakeholders in order to support business decision making
  • Participate in CS projects and ventures to ensure project-related data needs are identified and met / related workforce planning dependencies are addressed

Essential:

  • Degree (university or similar) in a related field
  • Excellent verbal and written English, strong communication skills
  • Advanced knowledge and experience in MS Excel
  • Professional experience in performance and KPI reporting within a contact center environment. A solid understanding of contact center metrics
  • Solid understanding and experience with call center traffic forecasting and staffing analysis
  • Ability to match reporting requests to available data (understand what data supports the business requirement)
  • Knowledge and experience in data analysis / business intelligence
  • Ability to translate business needs into data requirements
  • Collaborative nature, ability to work both independently and as part of a team
  • A strong sense of initiative, willingness to lead and drive tasks to completion
  • Ability to work in a fast-changing environment and a flexible mind set
  • A problem-solver character

 Desirable:

  • Experience in working with tools for Workforce Management automation
  • Knowledge of SQL and experience in writing and executing queries in e.g. Microsoft SQL Management Studio 2012
  • Experience in working with MicroStrategy
  • Some knowledge and experience of database structures, ETL processes, and data requirement engineering / specification
  • Previous experience in the online gaming industry
Sounds interesting?

Then join us!

We offer a diversified range of activities in an international environment as well as a young and dynamic team with ambitious, yet realistic objectives for the future, promoted by an open team and communication culture.

Employee benefits:
  • Competitive remuneration package;
  • 25 days annual leave;
  • Social benefits: personal health insurance, dental allowance, sport activities, food vouchers;
  • Opportunity to join a team of great professionals;
  • Dynamic and friendly work environment;
  • Team building activities.
Ready to get involved? Bring your energy to GVC and you’ll be in the mix from the start. For the good of entertainment. Apply now! 

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.