Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center (CAC) Maastricht is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers.

42 nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year.

The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.

Workforce Management department - Traffic Control

As part of Workforce Management for our contact center, the Traffic Control Specialist translates the expected (forecasted) situation into reality on a daily basis. This to ensure customer and employee satisfaction along with reaching set market KPI’s, as a minimum.

As soon as undesirable deviations threaten to occur, action must be taken to balance the service levels to be realized and the costs for the provision of services.

The function

What are your tasks & responsibilities?

• Responsible for the traffic control within the different markets of the CAC.
• Intraday monitoring/real time analysis of the daily operations and advising operations to take actions based on deviations on volumes, aht, productivity etc.
• Advising on capacity for the current day, week and upcoming 3 weeks.
• Defining a clear steering strategy for the upcoming week and monitor daily together with operations.
• Communicate on different management levels in case of an event causing an immediate need for action.
• Creating and presenting, daily and weekly reports and performing data analysis on the results.
• Active participation in continuous improvement internal work processes.
• Point of contact for operations to address technical incidents, which affect multiple csr’s and customer satisfaction.
• Active participation in development, innovation, consulting and projects within WFM Traffic Control regarding work processes, WFM steering software, reports etc. (Genesys WFM, Genesys Voice, Cognos, Salesforce, Avaya CMS)
• Providing feedback to Forecasting and Planning to optimize the forecast and schedules.

Requirements

• Depending on the relevant work experience
• Preferably 1-3 year experience within workforce management in a customer service environment
• Knowledge of multiple WFM tools (eg. Genesys, Avaya CMS, TotalView, Verint)
• Knowledge of Microsoft Office Excel
• Fluent in English, verbally and written
• Excellent presentation, communication and documentation skills
• Strong analytical and problem solving skills
• Ability to multitask and monitor several screens at once
• Stress resistant
• Pro-active mindset

We offer

What do we have to offer you?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

Furthermore, a collective health insurance at discounted rates, development opportunities, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

The procedure

Does this role fit your expectations for a new challenge, please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until January 21, 2021.

For more information about this vacancy please contact Manon Gosler-Bongaerts:

manon.gosler-bongaerts@daimler.com