What is Exoticca? At Exoticca, we are looking for people who want to offer their best to create unforgettable experiences for our customers.
We are a young, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
What is our proposal? The Operations Analyst (Workforce Management) will contribute and support our Sales and Customer Experience teams and management, ensuring timely updates of current operations, key data points, and activities.
This position is vital in growing and scaling our operations, ensuring alignment on metrics and indicators related to sales and customer service needs.
Be a part of a team where you will:Prepare and manage staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks.Assess staffing levels daily and monitor attendance and schedule adherence.Produce daily reports of staff members' attendance and performance for the human resources department, which is used to determine whether employees are effectively utilized or to develop strategies to recruit qualified staff.Provide real-time and historical reports containing performance data to support operations management.Communicate with the operations, management, and human resources teams to ensure that all departments are abiding by company standards.Respond appropriately to service level variations by working with clients and operations to match staff to demand and/or reallocate call volumes.Serve as the real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals.Analyze schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and make continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to ensure both service levels and profitability goals are met.Requirements:+2 years of experience in an above-and-beyond Customer/Sales Operations environment.Experience with workforce management systems used to manage schedules, workflow, and statistical data (e.g., Teleopti).Knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance.Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.Ability to summarize, visualize, and present data.Proficiency with Microsoft Excel or Google Sheets to store data, create reports, produce schedules, and perform other tasks.Familiarity with business intelligence tools (e.g., Power BI, Looker).Fluency in English.Benefits:Competitive compensation package in line with job responsibilities and experience.
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