Direct Report to
- CRC Manager
 
Main Purpose of Job
- Support the CRC to successfully meet performance targets and optimize usage of resources
- Drive sustainable and cost-efficient operations with focus on best-in-class customer satisfaction

Job Description
Live monitoring, Real time management & Transactions allocation
- Supervises the live monitoring and real time management
- Supervises the allocation and transactions routing to specific sites, queues and staff
- Monitor overall network and site-level performance on a real-time basis
- Understands the main Sales of Customer Experience KPIs and embeds them in the daily business
 
Reporting
- As the owner of the CRC reporting house, ensures decision support reports and dashboards are released in collaboration with stakeholder teams
- Makes CRC Specialist`s performance indicators available, allowing Team Leader to coach employees to continuously strive for higher performance 
- Reports adapted figures including workload trends, staffing requirements and key performance results to the different audiences (CS, TL, Local ManCom and HQ) to build recommendations
 
Business Continuity & managing IT services
- Is a min player in the release of the Business Continuity Plan and ensures business continuity through the BCP implementation with relevant stakeholders
- Ensures all materials required are provided to Coffee Specialists (e.g. hardware, phones, headsets)
- Identifies and collects IT or telephony dysfunctions and coordinates system backup/outages with IT to minimize customer impact
- Solve at a first level(telephony assistance to operations and troubleshooting telephony problems) and acts as interface and follows up solving for next levels
- Trains if needed, team leaders, managers and trainers on the use of workforce planning tools
 

Job Requirements

1. Education:
   - University degree
    
   Business experience:
   - Experience in Data analysis more than 2 years (in call center is preferred)
   - Experience in multi-task and fast-paced environment using digital tools and software
    
   And preferably
   - Experience in CRC IT environment
   - Contact Flow Management
   - Budget Management knowledge
   - Project Management in a matrix organization 
   - Proven ability to manage change and implement process improvements