Traffic Coordinator Customer Service

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Traffic Coordinator Customer Service

29 juli 2019 Vacatures 0


Traffic Coordinator Customer Service

Discipline Customer Service Location Venlo (NL) Hours a week 40As our Customer Service Traffic Coordinator

You must love numbers! Because YOU will be responsible for optimising our workforce to achieve maximum service levels and you use the output of our CS teams to do so. You are competent in measuring techniques, analysing data and putting all the puzzle pieces into place for our CS department.

Using our WFM tool (Genesys) you will constantly be measuring our actual inbound contact against our forcecasted numbers, and moving the staff into the right places at the right time to ensure we can meet our service levels. You are a stickler for details and conformity, enjoying the finer arts of ensuring all staff are always doing as intended.

You will make this a success because you strive for efficiency. You want to stay ahead of issues that may arise and inform all departments involved directly to prevent them. You work structured, know what to prioritize and keep an eye on the details. Pressure is no problem for you and nine-to-five is not your thing.

What you will do

  • Check our forecasted numbers vs. the actual inbound and raise any issues identified;
  • In consultation with the Workforce Manager, move staff into position to proactively fill any gaps;
  • Continuously check agent adherence to ensure staff are all on task;
  • Be in regular contact with Team Leaders to ensure effective communication flow;
  • Work closely alongside the Workforce Planner to undertake intra-day schedule changes;
  • Prepare weekly and monthly qualitative and quantitative reporting on any identified issues and potential process improvements;
  • Can assume the responsibilities of the Workforce Manager during periods of annual leave.

Must haves

  • Experience working within the WFM arena is a must;
  • MBO or equivalent degree required;
  • You have experience working within a customer service centre;
  • You have planning, time management and organisational skills;
  • You are analytical, accurate and a critical thinker;
  • You can balance business needs and employee needs;
  • You know how to report, define procedures and work with Microsoft Office.
  • If you have experience working with Genesys Workforce Management we consider this a plus.

vidaXL as employer

So, are you looking for a dynamic international company that values your curiosity, passion and desire to learn? Are you looking to work in a team with colleagues who think big and are eager to take on fresh challenges? Take the opportunity to meet and work within a team of professionals with diverse cultural backgrounds who also have a few things in common… ambition, fun and excellent skills.