Contact center development manager/analyst in Fozzy group

Hello!

We are Fozzy Group - a group of companies with an incredible history and countless cool ideas. Our businesses are supermarkets, pharmacies, factories, restaurants, delivery service, bank, travel agency and IT company TemaBit.

Our team is more than 60 thousand superheroes who surpass themselves every day and are ready for the craziest experiments. We are honest and open, supportive and inspiring. And we also know how to have fun - every day will be a holiday with us. Our goal is to create a WOW experience and preach the cult of hospitality. We know what to surprise the most demanding Guest and how to add colors to everyday things. Fozzy Group is a unique place for your development and implementation of ideas.

We invite to the team

Contact Center Development Manager/Analyst

What will you do? 

• Ensuring smooth operation of the contact center. 
• Conducting internal audits of contact center information systems.
• Analysis of historical data, identification of patterns. 
• Short and long-term contact center traffic forecasting, resource planning, operator work schedules, load redistribution between sites. 
• Constant updating of forecasts for the current situation and responsibility for accuracy.
• Preparation and analysis of telephony, CRM, ticket system reporting (quantitative and qualitative reports, regular and on request). Development of dashboards.
• SLA management and monitoring.
• Participation in project activities for the development, replication and implementation of information systems.
• Writing technical tasks for automation. Implementation control.
• Constant analysis and improvement of support processes.

How do we see our dream candidate?

• Administration of Mysql, mariaDB DBMS - at the basic level. The PDB infrastructure must be built independently.
• Knowledge of Python (pandas, pymysql, flask, Rapid API, prophet, dash), VBA will be an advantage.
• Knowledge of telephony based on Asterisk (SIP, IAX , PRI).
• Understanding network technologies, principles of building data transmission networks.
• Knowledge of English technical language (reading technical documentation).
• Knowledge, understanding of metrics Contact centers.
• Knowledge of Vicidial, Webitel.
• Experience of working with large data sets.
   

We offer :

• Ability to generate and influence decisions. 
• Official employment from the first working day. 
• Professional growth — the opportunity to attend internal courses and access to the corporate library, a train full of challenges for every taste... we guarantee you that. 
• Working environment: cozy office and the possibility to work remotely or in a hybrid format. 
• 24 calendar days of paid vacation and health insurance. 
• Concierge service for employees. 
• Recreation - team building and various team activities to improve team cooperation

We support the rear while our colleagues defend our freedom and Ukraine! Join in!  Together to Victory!