- - SOCIAL INTERACTION
Discussing planning and available capacity with all those concerned.
Directing the Planners. Consulting with Client Team Managers and Account Management about nature and scope of potential projects. Discussing team line up and idle
- - time and consulting particular details with all those concerned. Positioning of planning aimed towards Client Teams. Intermediating role in the occurrence of complaints and problems.
SPECIFIC PERSONAL REQUIREMENTS
Proficient at communicating at different levels within the organisation (Agents, Planners, CTM, Management)
Initials for approval
PROFESSIONAL EXPERIENCE AND EDUCATION LEVEL
Master degree preferably logistics, economics or mathematics background
Work experience in call centre environment with planning
Analytical and numerical insight
Strong communication skills
MS Office and specifically Excel
Good knowledge of contact centre procedures
Thorough knowledge of traffic theory (erlang) and WFM.