Thread: CONTRATOS LABORALES
Author: Carlos Perez Conde
Posted: 2012-10-17 14:52:49.024986+02
Traffic and Capacity Reporting Specialist
The Mercedes-Benz Customer Assistance Center (CAC) in Maastricht is the central point of contact for Europe, taking care of the needs of current and prospective customers of Mercedes-Benz, Smart and Maybach.
Our rich cultural environment with over 21 different nationalities is dedicated to high performance. Employees ensure that customers receive personal assistance in their own language at a consistently high level.
Customers contact the CAC by telephone, fax, letter, email and vehicle telematics seeking roadside assistance, to make an enquiry or to file a complaint. Some services guarantee customer mobility and are available 24 hours a day, 365 days a year.
The CAC is process-oriented, professionally managed and focused on providing the highest level of customer satisfaction. Our operations are driven by quality assurance and established performance standards.
Job description
The Traffic and Capacity Reporting Specialist is responsible for administration of the CAC workforce management system and works as interface between IT and Operations regarding call flows and work routing. Next to this the Specialist is responsible to align operational reporting with BIS and support Operation in maintaining and setting up correct reports.Your Responsibilities:
- Administration of the CAC workforce management tool
- Set up and maintain work rules
- Set up and maintain shift type and categories
- Oversee system interfaces to other systems
- Ensuring the correct set up of activities and absences in CAC workforce management tool
- Ensuring compliancy and security with regards to the use of CAC workforce management tool
- Ad hoc analysis on markets performance
- Alignment and cooperation of necessary operational telephony changes between IT Consultancy, IT Ops and Operations
- Continuous improvement of operational reporting
- Alignment of operational reporting changes with Operations, Back office and IT
- Handling the daily reporting on CAC capacity
- Awareness of WFMT (Work Force Management Tool) developments (soft/hardware/new developments/products)
- Suggestions for improvements within CAC workforce management
- Co-ordination on implementation of new soft & hardware regarding CAC workforce management
- Ensuring correct content of WFMT training
- Active participation in continuous improvement processes
Requirements:
- Coordination of operations of own functional area/ expertise within a team.
- Improvement actions in line with MB CAC business plan. Specialized know how, basic professional level, acquired through professional qualification and/or ?on the job? experience. Understanding of own process as well as related main processes within the organization.
- Act in accordance with guidelines and procedures specifically for the functional area.
- Signalize/analyse bottlenecks and improvement opportunities for own area.
- Implement improvement actions after approval and guard/ maintain processes.
- Strong analytical thinking
- Knowledge of contact centre intraday steering processes
- Knowledge in administration, using and optimizing resource management tools, specifically Genesys WFM and RTA
- Knowledge of workforce management software, Avaya, CMS, VBA, Excel
- Knowledge of handling call centre planning tools
- Experience in CAC internal processes
- Fluent in English, written and verbally
- Excellent presentation and documentation skills
- Good problem solving skills
Working hours:
40 hours per week, Monday to FridaySalary:
We offer a competitive salary, depending on level and experience. Additionally, we recognize and reward outstanding performance by a target based variable remuneration. Furthermore, we offer attractive secondary benefits.Way to apply:
You must seek reference number 17437 (Panel Ofertas de Empleo del OPAL) at http://www.uv.es/bolsadetrabajo¿Recibe demasiados correos? Administre sus notificaciones en: http://aulavirtual.uv.es/notifications/manage
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