Workforce Management Specialist

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

WE ARE NUVEI.  Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible, and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We are dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey!

Your Mission

 Responsible for providing support to the contact centre during daily operations. Duties include live monitoring of service levels, schedule maintenance, phone system, and queue optimization, as well as preparing numerous reports relating to contact center performance. The Workforce Management Specialist will also be expected to take on different projects related to Power BI and report automatization.

Hybrid working model - Employees are required to work in the office for a minimum of 2 days per week.

Key responsibilities include, but are not limited to:

• Create and automate Contact Center Reports using Power BI.

• Act as Phone System Administrator to create and maintain IVRs.
• Build and update monthly schedules.
• Organize the offline activities and training sessions.
• Assist Supervisors with real time adherence of contact center queue.
• Prepare and maintain reports pertaining to productivity, attendance, adherence, and quality assurance.
• Communicate with other departments to ensure that we have the tools needed to meet our goals.
• Perform root-cause analysis to understand issues affecting the Contact Center and assist management with strategies for improving daily operations.

Requirements

• 2 Years of Workforce management experience.
• Fluency in English language.
• College Diploma (University Degree an asset).
• Must possess excellent knowledge of MS Excel and Power BI.
• Experience with phone system admin (experience with Five9 is an asset).
• Excellent track record regarding work ethic and attendance.
• Strong computer skills and ability/willingness to learn new software applications.
• Strong organizational skills and ability to multitask.
• Strong analytical skills to understand the many variables that impact Contact Center performance.
• At ease with working independently and meeting deadlines.
• Able to work with urgency and intervene quickly during periods of peak call volume.

Benefits

• 2.5 additional days of annual leave a quarter, if the company hits quarterly targets.
• A challenging job in a fast-developing, international company.
• A friendly work environment where you can thrive and develop your skills.
• Career advancement possibilities.
• Competitive remuneration package.
• Nuvei offers a wide variety of additional benefits which include Additional Health insurance incl. Dentist, Sport card, Food vouchers, Employee discounts card, Seminars and conference tickets, Playroom, and many other additional perks.

Please send your resume in English.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

Last updated on Aug 13, 2024