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Workforce Specialist

Webhelp is looking for a talented Workforce Specialist to become part of our international well-known contact center team.

As Workforce Specialist your goal is to support company’s assignments from workforce management point of view. Your focus is on organization, efficiency and analysis of key performance indicators. You are proactively identifying challenges and coming up with solutions to contribute to improvements from a staffing perspective. You will have great and supportive colleagues across multiple countries and offices.

Responsibilities and tasks:

  • Ability to make a schedule that meets contractual requirements and helps to improve employee satisfaction index, attrition and absenteeism.
  • Coordinate staffing by labor law and collective agreements.
  • Systematic and continuous close communication and cooperation with internal management regarding operations needs when scheduling.
  • Provide the production with trend measurement and analysis covering all areas related to adherence/service level/productivity.
  • Forecast inbound volumes for all assigned Lines of Business where it applies.
  • Involved in establishing recruitment requirements both long and short term.
  • Other areas that support achievement of business goals with-in workforce management field, including but not limited to annual holiday planning, assisting account management with budget planning regards to forecasts.

Requirements:

  • Very good communication skills (both written and verbal) in English;
  • Experienced MS Excel user;
  • Accurate & able to follow procedures, guidelines to the point;
  • Flexible and takes responsibility;
  • Outstanding time management and multitasking skills;
  • Proactive and able to follow through to ensure desired results;
  • Can handle stress well;
  • Experience of WFM tools such as Teleopti and previous work experience in contact center environment is a benefit.

We offer:

  • A base salary ranging from €1300 EUR gross per month;
  • Expenses subsidy (phone, internet, parking, sports, etc.) of €60 net per month;
  • Private health insurance (in addition to Haigekassa);
  • International work environment (Webhelp employs 60,000 people all over the world), with many (also international) opportunities for professional and personal growth;
  • Convenient office in Tallinn city center;
  • Ability to develop contact center business knowledge;
  • Bonus based on delivered results and additional recognition;
  • Great team of colleagues and excellent working atmosphere.

Additional information:

Come and join us as part of the Webhelp Team!

If you think you are the perfect candidate for this role, please apply by submitting your CV in English. Only candidates who are chosen to second round will be contacted.


Making business more human for the world’s most exciting brands.

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 170 locations in over 40 countries. Each one determined to bring their own intelligence, empathy, and experience to the table every day. Webhelp invests in people and the environment they work in because they know that when people thrive, it has a powerful impact on them, their customers, and their partners’ business.

Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com

Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us. 

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Or, know someone who would be a perfect fit? Let them know!

Webhelp Tallinn

Tartu maantee 63
10121 Tallinn Directions cv.estonia@lv.webhelp.com +3726681062 View page

Life at Webhelp

We offer the opportunity to build working experience while you are working in customer service. Certified trainers give you the full training. You will meet great people - both customers and colleagues. Our new colleagues usually start together as team and complete their training together.

You are always welcome to apply for a job with us!

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