Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

Place in organization:
The Traffic Control Specialist is part of the department Capacity Planning & Traffic Control.

Main task/roles/responsibilities:

• In rotating patterns responsible for the traffic control/ steering on the different markets within the CAC
• Ensuring the correct operational capacity available intraday and  therefor also responsible for the escalation process in case of an emergency causing an immediate need for personnel
• Answering all queries relating to intraday workforce management and capacity within CAC (for example break planning and ensuring breaks)
• Presenting reports and data analysis on different frequencies (daily, weekly etc.)
• Having a supportive and advising role to operations regarding capacity issues on different management levels
• Assist the team with development and implementation of new quality measures, instruments and/or systems, in line with the existing policies, guidelines and procedures, in order to support the business process and improve operational quality in an optimal way
• Active participation in continuous improvement processes Making suggestions for improvements within budget

Requirements

• Strong analytical thinking
• Ability to monitor several screens at once
• Knowledge of contact centre planning & steering processes
• Knowledge in using and optimizing resource management tools, such as; Genesys, CMS and Cognos etc
• Awareness of WFMT (Work Force Management Tool) developments (soft/hardware/new developments/products)
• Knowledge of Excel
• Fluent in English, written and verbally
• Fluency in an additional European language is an asset
• Excellent presentation, communication and documentation skills
• Good problem solving and team working skills
• Stress resistant

We offer

We offer you a fulltime job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

Benefits:

• A “tailor made” individual development plan
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary, paid out in May
• Competitive performance based salary growth
• Result oriented bonuses
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
• Employee Car Program: discount on new or used Daimler brand cars
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Pension plan

• Social Activities: Due to our Social Club it is ensured that you also have fun with your colleagues after work. The company internal Social Club frequently organizes events and activities like kickboxing, dance courses, Friday night drinks, Yoga, tennis tournaments, kayak tours and indoor soccer games.
• Enjoy massages free of charge during your breaks.
• Free hot beverages like coffee (also coffee specialties like Café Latte, Espresso etc.), tea, soup and hot chocolate on all floors. You can also visit our company café to get special drinks and pastries like fresh Croissants and Donuts during your coffee breaks!
• Healthy and diverse lunch options in the company restaurant including smoothies and theme days with e.g. Pizza, Burger, Pasta, Schnitzel and many more options! Daily salad buffet and a sandwich station is also one of our employees’ favorites.

The procedure

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.