Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies.

Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Kyiv, Ukraine Team is growing and we're looking for Workforce Management Lead to join our Helpware team.


Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives;
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multi-site operation;
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results;
Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation;
Generates and evaluates staffing schedules, and ensures data updates into the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis;
Compares results to forecast and identify opportunities for improvement;
Provide daily/intra-day performance reports to leadership;
Knowledge of RFP response and creation for new account acquisitions;
Other related duties as assigned.
Inherent Characteristics:

Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers;
Functional/Technical Skills: must possess strong quantitative, analytical, and technical aptitude skills;
Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance;
Time Management: must be able to multitask, be detail-oriented and demonstrate strong organizational skills;
Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members;
Written Communication: must possess the ability to effectively, accurately, and concisely convey thoughts and concepts, and provide information to all organization customers;
Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action;
Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills;
Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge, and improving skills in a self-directed manner to improve performance and position added value;
Dealing with Ambiguity: the ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
We offer:

Downtown Kyiv location in a modern office (10-minute walk from Kontraktova) or remote work;
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with a native speaker;
Schedule: Mon-Fri, 11.00-20.00;
Corporate training and parties.
We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.

Please send your CV in English indicating your salary expectations.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

About helpware

We are doers, tinkerers, and thinkers. We take on your projects and ideas - and turn them into process and operations reality to allow you to focus on scale.

We become an extension of your team. Get the extra hands, the ideas and process capabilities in order to truly scale, while focusing on your core competencies.

Company website:

DOU company page:

Job posted on 30 August 2021
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