Perfiles Business Intelligence
Our client is an international company leader in the insurance sector that helps people to be safer and protected.
Your main tasks will be:
Deliver optimal on the day customer service performance through managing routing, skilling, scheduling, and adherence in a real time arena.
Ensure feedback provided to Operations and Workforce Management Team where barriers prevented strong performance.
Identify and effectively articulate periods where expected staffing levels vary from requirements and work with Operational Contacts to agree actions to close variances promptly to reduce any Customer and/or financial impact.
Work with Operation to react to on the day changes in staffing levels to effectively close any gaps that open due to increased absence etc.
Working with Operational partners to ensure best use of idle time to schedule known learning and other off phone tasks.
Ensure 100% of agent “investment” time is delivered and where events are cancelled in favour of customer service, ensure re-scheduling takes place.
Maintain a real-time view of agent activity vs schedule vs volumes and coordinate action between Bridge Team and Operations to drive optimal daily performance.
Maintain daily diary of events/actions to play back on daily basis into Morning Service Review with Workforce Team
Stakeholder Relationships: Build and maintain effective and authentic working relationships with Operational Partners, identify and remove causes of conflict and help foster a one-team approach to service delivery.
Teamwork: Build and maintain working relationships with col-leagues in P, DM&I to ensure accuracy of work and a frame-work for feeding back issues into the planning cycle.
Effective Communication: ensure all relevant information is briefed to the appropriate department in a timely manner. Deliver messages, whether positive or challenging in a constructive manner.
-Demonstrate sound work ethic.
-Must have advanced level Microsoft Excel skills – Including advanced formulas.
-Ability to create reports in Excel and forecast results.
-Attention to detail and high level of accuracy.
-Ability to multi-task, focus and complete reports for extended periods of time.
-Previous call centre experience required.
-Previous Workforce Management experience is considered an asset.
-French language is a plus!
-Salary of 25K gross per year.
-Hybrid working style (HO - WFO)
-Monthly tickets restaurants
-Medical Health Insurance
-Possibility to work in an international company with international colleagues
-Long term contract