WFM Trafficer - work.mobilevikings

The Role

Eager to join our Care team?

We’re on the lookout for a proactive Trafficker to keep a close eye on our customer service team’s real-time operations. Your role will be key to making sure everything runs smoothly, schedules are followed, service level agreements are met while ensuring the well-being of our agents.

Sounds like a blast? Great. So, your main responsibilities would be...

Keep an eye on the action: Continuously monitor the team’s performance, ensuring adherence to schedules and SLAs.
Adapt on the fly: Make short-term and real-time adjustments to agent schedules and assignments based on call volumes, unexpected absences, or other factors affecting coverage.
Support the team: Keep agents informed about any changes in their schedules or tasks, ensuring clarity and avoiding confusion.
Ensure Agent Well-being: Monitor agent workload and stress levels, providing support and updates as needed to maintain a healthy work environment for all.
Report & solve: Identify and escalate any operational issues or trends impacting performance to the WFM Lead and/or relevant stakeholders.
Partnering up: Have daily calls with our partner to align on capacity, address unforeseen situations, and ensure we meet our SLAs.

Because you’re the one...

Who can act, think and work on a strategic and tactical level
Who’s proficient in Dutch/English
You have experience in a contact center or similar environment, with a focus on real-time operations and workforce management.
You have strong problem-solving skills and the ability to make quick decisions under pressure.
You have excellent communication skills, with a focus on maintaining morale and clarity.
You’re familiar with workforce management tools and software.
Who, after reading all this, says “This is it!”

In return you get..

A diversified job with responsibility and contribution.

The possibility to make a difference all while rocking an empowering role! At Mobile Vikings, we work hard, but the right to disconnect is equally important!
The chance to work in a cool office at least 2 days a week. Just imagine walking into a space that is thoughtfully designed with modern aesthetics and vibrant colours. Our offices are not only functional, they are an extension of our company culture.
The best colleagues from around the world and with the most diverse interests and passions. Although we have a very diverse group, our company language is English, but we also speak in puns and memes ;-).
Let’s not forget the delicious coffee accompanied with the (more than) occasional snacks.