Workforce Analyst for Customer Service Interaction - Barcelona, España - Blu Selection

Blu Selection

Empresa verificada

Barcelona, España

hace 3 semanas

Publicado por:

Isabel García

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Descripción

Tasks

Your responsibilities and impact as a Customer Service Workforce Analyst for a Luxury Automotive Brand will be:

Scheduling and managing training sessions
Implementing regular coaching sessions based on QAfeedback & QMresults
Calculating effort based on previous volumes, expected volumes and scope
Derive FTE demand based on calculated effort
Handover estimated effort, scope and FTE demand to WFM
Consider FTE demand based on forecast
Consider planned absence due to annual leave, onboarding, illness, continuous qualification, regular attrition
Create operative workforce planning for all roles in "CIC Operations" based on required vs. available skills/ experiences (incl. precise shift plans, training plans, vacation plans)
Handover of workforce planning to operations management (incl. Team leaders, trainers)

Requirements:

Skills, qualifications and interests you need to succeed in this role:

Senior-level specialist with several years of experience in workforce management
Full professional proficiency in English
Experience in a customer service position
Having excellent verbal and written communication skills
Technological affinity to handle technical content
Willingness to understand complex automotive products/services
Motivated and empathetic personality, with a selfdependent and accurate working style.

Benefits:

What ́s in it for you?

Competitive salary
Working in a nonhierarchical, fastpaced and highly changeable environment
Being part of the creation of the Customer Interaction Center of one of the world ́s leading luxury automotive brands
Working in an inclusive, diverse, and international team
Possibility to partially work from home after the initial training months

Your future company:

An innovative luxury automotive brand that is currently creating an in-house Customer Interaction Center. They have offices worldwide to cater to the needs of their international clientele. The Customer Service department in Barcelona will focus on the markets of various European countries.