Supports QVC Italy in managing workforce service levels across multi-channel contacts
Analyzes and coordinates Contact Centre resources in day management
Collaborates with Call Centre Operations Staff
Maximizes service delivery opportunities while optimizing resources and costs
Provides analytical view offering solutions to reduce risk to cost or service level objectives
Recognizes trends in terms of KPIs and volume needs

6-12 months of work experience in Contact Center department (Staff Operations team)
High school diploma, professional degree or associate degree (Statistics or Economics will be a plus)
Advanced knowledge of Excel is required for forecasting and analysis (included Macro Visual Basic)
Fluency in Italian is required
English at intermediate level is required (at least B2) to work with a multicultural team
Excellent time management and ability to work in a dynamic environment working on strict deadlines

Tactical Planning Analyst

Key skills