Traffic Controller/Workforce expert
|Job Title:||Traffic Controller/Workforce expert|
|Contact Name:||Nathalie Azzi|
|Job Published:||January 24, 2017 14:53|
Reporting to : Traffic & Workforce Manager
Department : Customer Experience & Loyalty
Is responsible for the real-time monitoring of the operations (Intra-day Service Level, Productivity, Contact Volumes, Staffing Levels, Sales Results and Cost Indicators) taking into account the forecasted volumes, available capacity and existing operational processes. Identifies, documents and proactively reports variances in all areas between the actuals and the agreed targets and KPIs. Proactively helps with the maintenance, monitoring and optimization of capacity and service availability to ensure department objectives are met.
2. Key responsibility areas (focus on major activities/responsibilities, listing the most important first)
§Monitors real-time internal and external contact centers in SL, contact volume, availability, sales acts and productivity, and makes sure that they are effectively and efficiently managed according to agreed objectives and KPIs.
§Ensures day-to-day maintenance of CSR schedules. Ensures that CSRs' official schedules, staff assignments, training/briefing time are accurately made and followed in close cooperation with ops management and that schedules are updated taking into account holiday, lateness, sickness, etc…
§Prepares and participates to daily pilotage meeting to enable formal ops assessment of daily performance
§Acts as a central ops entry point via phone for all CSRs who need to notify Orange of schedule adherence issues (e.g. lateness, illness) and takes action in planning and communication towards management.
§Tracks and analyses performance of call routing strategy (incl. IVR) and issues related reports to inform management.
§Monitors, maintains and optimizes the CSR planning with the help of the Planning and Admin team.
§Assorted data entry duties or tracking of CSR activities as required for payroll and as defined by management at each CS department.
§Informs management when variances occur vs contact center objectives and take appropriate action
§Makes improvement suggestions in all areas of the job scope. Measures and monitors the impact of the changes initiated.
3. Major interactions
Internal interactions (specify what is the purpose and how often : daily/weekly, by-weekly/monthly, quarterly, occasionnally, etc)
with operational people
with professionals/experts : peers, forecasters, planners (daily)
with supervisors Customer Service teamleaders (daily)
with operational management
with senior management
with top management
participation to platforms (pls specify which and what is the contribution of this job)
at group level (Orange/FT)
External interactions (specify with whom and what is the purpose and how often : daily/weekly, by-weekly/monthly, quarterly, occasionnally, etc)
External call centers
6. Specific expertise
Practical experience with Workforce Management Tool
7. Education, specific training and experience (Indicate the minimum education and/or experience requirements for this job. Also list specific domain experience or qualifications that is desirable for the job).
Enseignement secondaire, cycle inférieur - lager middelbaar onderwijs
Enseignement secondaire, cycle supérieur - hoger middelbaar onderwijs
Enseignement supérieur de type court - hoger onderwijs van het korte type
Enseignement supérieur de type long - hoger onderwijs van het lange type
At least 5 years experience of which 3 years relevant experience in the domain (scheduling and/or operations within a high volume call center environment)
Developed analytical skills
Proficient in MS Office, especially Excel
Ability to multitask, prioritize and meet deadlines
Flexible- ready to work rotating schedules including evenings both in Gent and Brussels
. Interpersonal skills
Strong interpersonal skills
Developed communication skills
Ability to convince
Bilingual French/Dutch with a good knowledge of English