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Middle (2-5 ani)

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Working within a European customer care center environment that delivers resolutions to incoming contacts from Opel/Vauxhall customers and the Dealer network. Responsible for monitoring the Communication lines between the Contact Centre Team leads and the central WFM team to understand what is happening in the Operations and to coordinate the communication between the Operations, WFM Intraday team and the IT Organization during business and IT incidents that are impacting the Operations. 

Main Responsibilities 

Command Center responsibilities include:

  • Monitor Call Center Communications – WEBCHAT

  • Solicit details from Team Leaders to be able to understand specific issues impacting the Operations

  • Determine impacted system(s) causing the specific issues

  • Define person(s) and Organization(s) responsible for addressing specific issues

  • Initiate and man Incident Line for Business Communication

  • Coordinate communication between Business Operations, Intraday Management and IT until issue resolved

  • Raise IT Requests for level 1 and 2 Incidents. Track and record progress through to resolution

  • Coordinate regular reviews with GMIT to monitor performance for all tickets raised against stated SLA (monitor if IT SLA’s being met)

  • Follow up and escalation for all Issues raised

  • Status communication to Operations for overall status of incidents

  • Continuously review and assess applicability of workforce management process delivered by worldwide GM Customer Experience organization with a view to maximizing effectiveness of ECCC WFM Team

    HR Master Data Coordinator Responsibilities include:

    Maintain the multiple spreadsheets for staff changes including;

    • Internal moves

    • New Starters

    • Leavers

    • Vacancies

    • Using the Staffing Sheet and Hiring Backlog to track all resources through recruitment stages (offer made, start date, training progress, go live)

    • Maintain the central Resource Master Data spreadsheet with key Agent information utilising Staffing Sheet and Hiring Backlog spreadsheets,

    • Maintain training tracker and updating Hiring Backlog and Resource Master Data once training successfully completed

    • Creating new IEX user profiles prior to Agent Go Live date

    • Maintaining IEX user profiles for internal moves and leavers

    • Facilitate weekly HR Meeting, including creating presentation material, hosting weekly meeting and taking detailed minutes

    • Produce monthly HR statistics table

    • Maintain CMS Agent Groups for all changes to team members

    • Advise Training and Quality Teams of all team changes

Required Skills 

  • Excellent Communicator, Self-Starter, enjoys challenges of a stressful workday

  • Excellent written and verbal communication skills in English language

  • Ability to apply advanced analytical capabilities where problems are unusual, difficult, or conflicting

  • Customer Service experience in a highly customer satisfaction driven retail industry like telecoms, consumer electronics or online retail sales would be considered a plus

  • Excellent computer literacy – Including Microsoft Office packages and Internet Explorer

  • Strong willingness to learn and grow

  • Keen attention to detail

  • Ability to work in an environment that is highly variable and that changes daily

  • Ability to establish strong business relationships with internal partners, vendor team leaders/agent, recruitment & training teams, and Business Process & Tools teams.

  • Ability to deal with ambiguity and manage change and to manage cross culture personalities and interactions.

  • IT literate and or knowledgeable on IT systems and processes

  • In addition for HR Master Data Coordinator, good Excel skills (. Understanding of VLOOKUP and pivot tables)