Monitor on Duty (Workforce Management team)

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

As a Monitor on Duty (MOD) within the Workforce Management team on the Vinted project, you will play a key role in ensuring real-time operational efficiency and schedule integrity. You will be responsible for managing agent schedules, monitoring queue performance, and coordinating with internal and external stakeholders to maintain workforce alignment.

Key Responsibilities:
 

Schedule Management & Adjustments:

• Create and maintain agent schedules in alignment with forecasted demand and agents' preferences.
• Coordinate with Team Leads and Trainers to allocate time slots for training, meetings, side tasks, and other planned activities.
• Adjust schedules in real time, including lunch breaks, shift changes, and other ad hoc updates to ensure optimal coverage.
• Review and approve agent time-off requests in accordance with staffing needs and policy guidelines.

Real-Time Queue Monitoring:

• Monitor live queue performance and agent occupancy across channels.
• Implement immediate actions, agreed with the client, to stabilize workload distribution and maintain service levels.
• Communicate with relevant departments to escalate or resolve service-impacting issues.

Operational Support & Continuous Improvement:

• Maintain documentation required for external billing and internal payroll processes, ensuring accuracy and timely submission.
• Identify and implement opportunities for process optimization and automation within the WFM function and across the project.
• Act as a communication bridge between WFM, operational management, and client representatives, providing timely updates and escalating critical issues when necessary.

Qualifications & Skills:

• Previous experience in Workforce Management or real-time operations is preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and coordination abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Familiarity with Google Sheets and Microsoft Excel; ability to work with formulas, pivot tables, and data visualization is a plus.

• We Offer:
• Competitive compensation linked to the USD rate.
• Medical insurance after the trial period.
• English classes.
• Schedule: Monday-Wednesday 10:00-19:00, Thursday-Friday - days off, Saturday-Sunday 8:00-17:00 Kyiv time.
• Corporate training and parties.