
Traffic Monitor
il y a 4 semaines
Commercial**Traffic Monitor (m/v/x)**:
- We zijn op zoek naar een Traffic Monitor om ons team te versterken.
**Je functie**:
- 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.
**Je profiel**:
- Je beschikt over een masterdiploma of een gelijkwaardige ervaring.
- Je beschikt over een aantoonbare ervaring in het opvolgen van contact center agents 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.
**Ons aanbod**:
- Een aangename werksfeer in een technisch vooruitstrevende omgeving.
- Een gevarieerd takenpakket binnen een internationale groep waar je competenties naar waarde geschat worden.
- Een organisatie waarin de work/life balance centraal staat met een stabiel uurrooster (36u/week) en een grote flexibiliteit om te telewerken.
- Een contract van onbepaalde duur met een uitgebreide waaier aan extralegale voordelen.
- Een uitstekende bereikbaarheid (naast het Brusselse Zuidstation).
Testaankoop zet in op diversiteit en investeert in een inclusieve bedrijfscultuur waar iedereen welkom is ongeacht geslacht, sexuele geaardheid, leeftijd, ras, etniciteit, religie, wereldbeeld of beperking.**Geïnteresseerd ?**:
We zien je sollicitatie graag tegemoet
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