Traffic Monitor
Il y a 2 mois
Commercial**Traffic Monitor (h/f/x)**:
- Nous sommes à la recherche d'un Traffic Monitor pour renforcer nos équipes.
**Ta fonction**:
- Tu assures un suivi en temps réel des KPI’s (SLA, taux d’abandon, rona, appels & reports,...)
- Tu assures un suivi en temps réel du nombre d’appels par rapport aux prévisions
- Tu détectes les fluctuations (ex. nouvelles, campagnes de marketing spécifiques, événements
spéciaux) et informe le Real Time Analyst (RTA) et les coordinateurs d'équipe- Tu analyses les évolutions quotidiennes sur le service, les événements spéciaux pour un
rapport quotidien au RTA et aux coordinateurs d'équipe- Tu proposes des modifications dans les objectifs pour atteindre les résultats du département et
des améliorations pour couvrir les tendances détectées- Tu crées et assures le suivi des demandes techniques pour le helpdesk afin de permettre aux
agents de travailler dans un environnement optimal- Tu surveilles la présence des agents et le respect du planning et ajustes le planning en
conséquence (téléoptie)- Tu analyses le comportement des agents (enregistrement des heures, présence, statut,
occupation) et envoie un rapport aux coordinateurs d’équipe- Tu participes à des réunions périodiques avec les parties prenantes pour suivre la réalité sur le
terrain et l'impact sur le niveau de service**Ton profil**:
- Tu es titulaire d'un diplôme supérieur (master) ou équivalent en expérience
- Tu possèdes de l’expérience professionnelle pertinente dans le suivi quotidien du personnel des
centres d'appels ou de contact, un service de fidélisation,...- Tu as une très bonne connaissance du français ou du néerlandais. Tu as une bonne maîtrise de
l'anglais (notamment pour participer à des réunions)- Tu possèdes une expérience dans une fonction où le sens commercial/relationnel est au cœur
de ton travail- Tu possèdes de bonnes capacités analytiques et tu es capable de raisonner de manière logique
- Tu es autonome et tu as une bonne gestion du stress
- Les connaissances de Salesforce, Advantage, Teleoptie et Vonage sont des atouts
**Notre offre**:
- Une atmosphère de travail agréable dans un environnement techniquement fort
- Un travail varié avec la possibilité de valoriser vos compétences dans un groupe international
- Un environnement mettant fortement l'accent sur l'équilibre entre vie professionnelle et vie
privée, avec des horaires de travail stables (36h/semaine) et beaucoup de flexibilité en matière
- de télétravail- Un contrat à durée indéterminée assorti d'un vaste ensemble d'avantages extra-légaux
- Accessibilité facile (à proximité de la gare de Bruxelles-Midi)
Testachats valorise la diversité et investit dans une culture de société inclusive où chacun est
- bienvenu(e) quel que soit le sexe, conviction sexuelle, âge, race, ethnicité, religion, vision du monde ou
- limitation.- général ?
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