Resource Optimization Specialist

20 hours ago

Dublin, Dublin City, Ireland beBeeOptimization Full time €75,000 - €80,000
Job Title: Resource Optimization Specialist

We are seeking a highly skilled Resource Optimization Specialist to support our global customer contact operation across multiple international locations.

This is a hybrid role requiring 3 days per week on-site in Dublin. The successful candidate will have the opportunity to work with cutting-edge technologies such as telephony systems, AWS, and customer engagement platforms.

Main Responsibilities:
- Manage and forecast customer contact volumes across multiple channels (voice, messaging, social media, email, back-office) over a 7-day period.
- Schedule and optimize staffing to meet demand with a focus on efficiency and quality.
- Understand seasonal demand patterns and adapt plans during disruptions.
- Collaborate with global teams and lead communication and response protocols for emergencies and disruptions.
- Monitor real-time staffing, adherence, and case management to ensure smooth operations.

Requirements:
- Degree in Business, Economics, Commerce or equivalent experience.
- Experience managing teams in a contact center environment.
- Strong analytical, decision-making, and problem-solving skills.
- Familiarity with contact center technology (e.g., AWS, Verint).
- Proficient in Microsoft Office and reporting tools.

Benefits:
- Opportunity to work with a leading organization in the customer contact industry.
- Collaborative and dynamic work environment.
- Professional development opportunities to enhance your skills and career prospects.

About the Role:
- This is a challenging and rewarding role that requires strong leadership and organizational skills.
- The ideal candidate will be able to communicate effectively with team members and stakeholders at all levels.
- We offer a competitive salary and benefits package, including health insurance, retirement plan, and paid time off.

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