CS Scheduling Specialist

At Catawiki every day brings the extraordinary! Whether its a or we encounter exceptional objects every day.

Were a oneofakind marketplace for buying and selling special objects! Each week we offer over 75000 unique items in auction carefully curated by our passionate inhouse experts.

Having sold over 20 million unique objects to date were on a mission to become the worlds most popular destination for special objects. As a growing diverse and sustainable scaleup we proudly live by our core values:

• Taking ownership and driving impact
• Being open to change and feedback
• Being passionate about our mission and our customers.

If these values resonate with you wed love to explore how you can join us on this exciting journey!

About the role

As a Customer Service Schedule Specialist you will be responsible for ensuring our team of CS Specialists is correctly staffed and scheduled and that they have all the tools necessary to work successfully.

What youll do

• Scheduling: proactively own the scheduling process aware of the needed & agreed actions that need to be put into the schedules even before theyre requested.
  • Ensure CS Specialists have schedule setup & available at every moment.
  • Publish schedules with the cadence set including channel shifts & weekends.
  • Check intraday shifts are well set according to the forecast of the different channels we handle.
  • Manage requests from our CS Specialists regarding time off or nonproductive time.
  • Manage coaches schedules along with CS Specialists schedules in order to effectively organize coaching sessions.
  • Manage TLs schedules along with CS Specialists schedules in order to effectively organize 1:1s sessions.
  • Schedule the incremental training sessions to happen in the department both from the Trainer and CS Specialists perspectives.
  • Lead & support any nonproductive engagement activity finding the right balance between employees & business needs.
• Staffing:
  • Participate in the development of the Capacity Plan keeping it updated with the latest version of the different inputs (LiA Contact Rate) and incorporating new factors onto it as needed.
  • Participate in the monthly Lock Process adding a look ahead into whats happening from a HC perspective and what actions are needed in order to anticipate.
  • Coordinate with TL/TM & Recruitment whenever it is identified that we need to open some position either its new or a replacement and provide the adequate business need (hours language) depending on the situation.
• Admin:
  • Keep WFM related documents & guidelines updated observing the latest changes in each of them: roster OT specialists preferences cadences of nonproductive actions holiday guidelines WFM related process guidelines etc.
  • Coordinate with HR in order to have a complete knowledge of the legal framework in any hub we operate in: holidays bank holidays weekends extra compensations etc.
  • Activate/deactivate permissions in the different tools as needed.
  • Maintain the WFM tool in place well configured with any change in strategy or team organization well updated.
  • Inform Payroll on a monthly basis about the OT hours that require financial compensation.
  • Generate reports on schedule efficiency metrics: Occupancy Forecast accuracy Shrinkage Adherence etc.

What youll bring

Background

• Education: High school diploma or equivalent; a bachelors degree in business administration operations management or a related field is preferred.
• Experience: 1 year of experience in a similar role or 2 years of experience in a Real Time Analyst role.

General

• Technical Skills: Proficiency in Google Suite and/or Microsoft Office and experience with customer service management tools (e.g. Kustomer). Familiarity with automation software is a plus.
• DataDriven Mindset: Experience in data entry analysis and report generation with the ability to translate metrics into actionable insights.
• Proactivity is a must. You need to have the ability to identify areas of improvement and prepare and suggest alternatives to be studied.
• Collaboration: Strong teamwork and communication skills with the ability to work effectively across different teams.
• ProblemSolving: Ability to identify inefficiencies in admin processes and recommend solutions for improvement.
• Attention to Detail: Exceptional attention to detail with a strong focus on accuracy and quality in administrative tasks.
• Time Management: Ability to manage multiple tasks prioritize workload and meet deadlines in a fastpaced environment.
• Adaptability: Willingness to learn new tools and systems and flexibility to adapt to changing needs of the team.
• Growth Mindset: A commitment to continuous learning and improvement with a demonstrated ability to quickly grasp new processes and tools and take advantage of the feedback loop.

Why Youll Love Working with Us

• Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80 categories. In our flat structure every role has a broad scope that directly impacts both our customers and the business.
• Learn and Grow with Us through our Learning & Development initiatives which include clear development plans and mentorship programmes designed to support your career progression.
• A Culture of Connection defines us. Were a passionate diverse and collaborative team of 800 Catawikains and 60 nationalities all coming together to build a oneofakind marketplace. We foster an inclusive and queerfriendly work environment committed to making every Catawikian feel welcomed and empowered. Whatever your story we encourage you to bring your unique perspective to our team.
• Celebrate Lifes Moments with us at Catawiki. When you join us youll receive a 100 Catavoucher and on each birthday youll get a 50 Catavoucher to celebrate. Enjoy an extra day off each year to Pursue Your Passion. We also recognise significant work anniversaries (3 5 8 10 years) with additional time off plus extra leave for lifes big moments like marriage engagements or moving house.

Please note that benefits can vary by location. For specific information regarding whats available in your country please consult your recruiter.

Our Offices and Way of Working

Our vibrant offices in Amsterdam Paris and Lisbon are designed to inspire and connect. Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. This means we typically ask you to be in the office 2 out of 5 days roughly 40% of your working time to collaborate and connect with your colleagues. Of course if the job description specifies that the role is 100% remotesuch as for certain expert or sales positionsthen that arrangement will apply.

Interested

Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to .

If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyway. You may be just the right candidate for this or other roles.