Planning & Monitoring Expert
il y a 1 jour
The Planning and Monitoring Expert ensures a robust resource planning is in place and is responsible for the monitoring of our SLA’s to assure all services are delivered according to our contractual standards. The Planning and Monitoring Expert is highly visible to all members of the operations team and informs the management of any performance deficiencies at an early stage to avoid any reduction in accessibility standards. He/She provides feedback to all Team Leaders on absenteeism, overtime and performance so that they can address any poor performance issues promptly, fairly and decisively. The Planning and Monitoring Expert is also the point of contact for the recruitment agencies we work with and ensures a comprehensive report is presented to the management to validate the needs and the recruitment of the most suited profiles.
KEY RESPONSIBILITIES
Planning:
- Prepare individual and collective schedules according to workload forecasts, employee wishes, holiday planning, unforeseen absences, trainings and meetings and/or exceptional working conditions
- Create the necessary shift patterns for the assistance staff to reach the SLAs
- Conduct governance meetings to review planning and refine needs with main stakeholders
- Identify and deploy improvements in resource planning and productivity
Monitoring:
- Monitor the performance of our Customer Care Advisors to ensure adherence to the scheduled planning and provide feedback to all Team Leaders on absenteeism, overtime and performance.
- Take responsibility for the daily achievement of our SLA’s and proactively inform the management of any anomaly to ensure that any immediate corresponding action can we taken
Absenteeism and overtime management:
- Collect and record all absenteeism statistics and report on a daily basis to the management
- Anticipate the effects of absenteeism and defines actions to reduce the impact of absenteeism
- Validate requests for absence and overtime, and enter data into the time registration system (MyProtime)
- Propose corrective actions in collaboration with the operations management to reduce absenteeism
Reporting:
- Collect and comment data for ad hoc reporting
- Participate to stand up meetings with the operational management
**Votre Profil**
SKILLS AND EXPERIENCE
- Bachelor or Master degree preferably in field such as Business, Economics, Mathematics
- Confident operations expert, with a strong knowledge in planning and monitoring
- Fluent in Dutch or French and in English
- Strong analytical skills
- Strong communication skills
- Rigorous, eye for details
- Specific skills in planning and productivity
- Proven experience and skills of managing performance and conduct fairly and decisively
- Stress resistant and flexible
- Ability to work with understanding and efficiency alongside people from different cultures
- Strong team player, who demonstrates ownership by working independently on key activities
- A natural motivated professional with a positive approach and the ability to engage and inspire others
LI-BE
**A propos d'AXA**
Le Groupe AXA est un leader mondial de l’assurance et de la gestion d’actifs, avec 160 000 collaborateurs au service de 105 millions de clients dans 62 pays.
Nous protégeons et conseillons nos clients à chaque étape de leur vie, en proposant des produits et services qui répondent à leurs besoins dans les domaines de l'assurance, de la prévoyance, de l'épargne et de la gestion des actifs.
Notre mission: Donner à chacun les moyens de vivre une vie meilleure.
Nos valeurs: Customer first, Intégrité, Courage et One AXA
**A propos de notre entité**
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.
**Pourquoi nous rejoindre ?**
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
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