• Ești responsabil cu definirea cerințelor de business şi a funcţionalităţilor necesare business-ului într-un limbaj tehnic, în conformitate cu standardele de dezvoltare a platformelor digitale. • Lucrezi în strânsă colaborare cu responsabilii de procese pentru a identifica nevoile de business şi pentru a furniza soluţii la aceste nevoi. • Acţionezi ca punct de legătură între ariile în care au fost identificate probleme cu care se confruntă business-ul, specialiştii tehnici şi soluţiile tehnice identificate pentru rezolvarea acestor probleme. • Identifici şi documentezi punctele forte şi slabe ale proceselor de business din companie și dezvolţi soluţii practice, competitive, pentru îmbunătăţirea acestora. • Realizezi și alte sarcini care decurg în mod natural din rolul tău, adaptate la cunoștințele și abilitățile tale.

• Lead the GI-TOC's engagement with the private sector on forest crime • Develop and execute a strategy to shift corporate and financial institution behaviour • Draw on investigative outputs from the PILLAR project to build targeted risk typologies and due diligence tools • Engage directly with commodity companies, financial institutions, and traders on supply chain vulnerabilities • Monitor and track corporate and financial institution policy and practice changes

• Monitor real-time performance metrics such as call volumes, service levels, and agent availability. • Analyze and interpret intraday data to identify trends, deviations, and performance gaps. • Recommend and implement real-time staffing adjustments in collaboration with team leaders and management. • Proactively identify potential issues and propose solutions to maintain service delivery and meet performance targets. • Maintain accurate records of real-time performance and adjustments to support analysis and future planning. • Assist in developing real-time dashboards and tools for visualizing performance metrics. • Communicate regularly with agents and supervisors regarding expectations and changes in staffing. • Provide real-time feedback to support ongoing capacity and workforce planning efforts. • Identify immediate staffing needs and recommend resource adjustments. • Collaborate with the Workforce Planning team to update schedules based on real-time and historical data. • Conduct daily and weekly reviews of scheduling patterns to ensure alignment with demand and business goals. • Collect, analyze, and interpret data on workforce metrics, including turnover, recruitment, and performance. • Generate and present reports on planning and forecasting outcomes for key stakeholders. • Design and maintain dashboards and data visualizations to track workforce trends and KPIs. • Respond quickly to operational disruptions that affect service delivery and staffing levels. • Clearly communicate findings and recommendations to leadership and key stakeholders. • Lead or participate in collaborative sessions to align workforce planning with departmental goals. • Stay up to date on industry trends, tools, and best practices in workforce management. • Evaluate and refine forecasting models and planning processes to improve accuracy and efficiency. • Implement new tools and methodologies to support more agile and data-driven workforce planning. • Conduct scenario-based planning (“What-If” analyses) to prepare for unexpected volume fluctuations. • Apply strong analytical and decision-making skills to assess and resolve workforce challenges effectively. • Provide guidance to Contact Center Team Leaders and Managers by resolving daily inquiries related to staffing, scheduling, and performance metrics. • Work closely with your line manager and global workforce peers to ensure consistent processes and standards. • Partner on global "follow-the-skill" projects to align delivery practices across different regions and time zones.

• Support the setup, testing, and validation of digital tracking and market data sources that power marketing and business performance reporting • Ensure data from pixels, tags, and external feeds is collected accurately and consistently across web and app environments • Assist in implementing and testing tags using Google Tag Manager (GTM) or similar tools • Validate custom events, UTMs, and conversion pixels for advertising and analytics platforms (Google Ads, Meta, TikTok, etc.) • Troubleshoot basic issues using browser developer tools and tag debugging extensions • Run quality assurance (QA) checks to confirm data accuracy across web and app environments • Help reconcile data from external market sources (e.g., box office feeds, APIs) with internal performance datasets • Monitor dashboards for anomalies or missing data and flag issues to senior analysts or developers • Update and maintain documentation for tag setups, data sources, and validation steps in Confluence or shared wikis • Contribute to Power BI or Sigma dashboards by ensuring data sources are accurate and properly connected • Assist in preparing recurring performance reports and help explain data discrepancies when identified • Partner with Marketing, Product, and Data Platform teams to understand campaign tracking and data requirements • Participate in data QA reviews and measurement framework updates • Learn best practices for digital analytics implementation, attribution, and privacy-compliant tracking