Traffic Control Officer WFM

Do you have experience in a role as a Real Time Analyst in a customer service environment? Do not hesitate and read on how to become a part of the Mercedes-Benz Customer Assistance Center (CAC) in Maastricht. Do you have an analytical talent, are you a strong communicator and looking for a company where you can develop and grow, this role offers you the opportunity to do so.

You are a real team player that is striving for the best results. With your knowledge and proactive mindset you are an asset to the team. Together with you team you try to achieve and manage the best solutions.

• 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;
• Strong analytical and problem solving skills;
• Real team player.

As part of Workforce Management for our contact center, the Real Time Analyst 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.

• Responsible for the Real-time 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.

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.

As part of Workforce Management for our contact center, the Real Time Analyst 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.

• Multicultural, dynamic and international working environment;
• Comprehensive training;
• Individual development plan;
• Performance-related annual salary increase.

Do you recognize yourself in this vacancy? Apply quickly by clicking the “Sollicitatie” button below! If you have any questions, please do not hesitate to contact us!

Emiel & Stephanie - Team inhouse MBCAC Maastricht

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