Traffic Monitor/analyst
il y a 2 semaines
Onze klant haar doel is om consumenten te informeren, te verdedigen en te vertegenwoordigen. Ze werken in volledige onafhankelijkheid, zowel op financieel, politiek of ideologisch vlak. Alle voordelen die ze haalt uit haar activiteiten, worden opnieuw ingezet om haar missie te ondersteunen.
Wij zijn op zoek naar een gedreven Traffic monitor/analyst voor een contactcenter te Brussel.
**Wat ga je doen?**
- Je verzekert een real life opvolging van de KPI's (SLA, lost calls, rona, gesprekken, rapporten,.).
- Je verzekert een real life opvolging van het aantal oproepen tegenover de forecast.
- Je detecteert fluctuaties (bijvoorbeeld door de actualiteit, specifieke marketingcampagnes,
evenementen, etc) en je informeert de Real Time Analyst (RTA) en de teamcoördinatoren hierover.
- Je analyseert de dagelijkse schommelingen binnen de dienst en eventuele speciale gebeurtenissen en rapporteert alles dagelijks aan de RTA en de teamcoördinatoren.
- Je stelt aanpassingen voor om de resultaten van de dienst te behalen en doet verbeteringsvoorstellen om in te spelen op de gedetecteerde tendenzen.
- Je doet de aanvragen en de opvolging van de technische cases bij de Helpdesk zodat de agenten kunnen genieten van een optimale werkomgeving.
- Je let op de aanwezigheid van de agenten, je zorgt ervoor dat de planning gerespecteerd wordt en past die waar nodig aan (téléoptie).
- Je houdt de actviteiten van de agenten in het oog (tijdsregistratie, aanwezigheid, call status, activiteiten) en rapporteert hierover aan de teamcoördinatoren.
- Je neemt deel aan regelmatige meetings met stakeholders om de realiteit op het terrein en de impact hiervan op de dienst te bepreken.
**Wat verwachten we?**
- Je beschikt over een masterdiploma of een gelijkwaardige ervaring.
- Je beschikt over een aantoonbare ervaring in het opvolgen van contactcenter medewerkers of gelijkaardige diensten.
- Je bent vloeiend in zowel Nederlands als Frans. Je beheerst het Engels vlot (zodat je actief aan meetings kunt deelnemen).
- Je hebt ervaring in een functie waar klantgerichtheid centraal staat.
- Je kan analytisch en logisch denken.
- Je kan autonoom werken en je bent stressbestendig.
- Kennis van Salesforce, Advantage, Teleoptie et Vonage zijn een troef.
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