Wfm Trafficer

**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.

**Is this all you ever hoped for?**:

- **A letter of motivation.**:

- **Your CV**

Let’s do this