Overview
You will be responsible for organising resource planning for our CSC Reps and providing supervision to the teams. You will prepare the resource planning according to forecasted customer contact volumes and other operational activities. You contribute to the shift review to ensure fair planning for everyone. You will engage with the management team to review areas for improvement and supervise activities to ensure customer contacts are managed according to the SLA to deliver great customer service.
Job Responsibilities
* Contribute to the creation of the resource planning and provide support for changes in the resource plan.
* Support the shift review process to ensure skillset balance is maintained and agent coverage aligns with the expected service level.
* Support the development and maintenance of Standard Operating Procedures (SOPs).
* Ensure consistent service performance across all channels.
* Track agent availability and adherence to the planning to maximise resource use.
* Support continuous improvement by leading and supporting operational teams to enhance the customer experience.
* Provide intraday reports/insights on contact center planning and performance.
* Ensure all periodic and ad-hoc reporting on customer files and insights is delivered and interpreted for managers.
* Contribute to identifying process improvement opportunities and to the development, optimisation and modification of department administrative systems and procedures.
* Validate data quality, consistency, accessibility and structure; validate models and prepare data for machine learning algorithms.
* Conduct in-depth data analysis by combining external and internal quantitative and qualitative data to identify processes, correlations, trends, outliers and probabilities.
* Explore ways to add business value from data, design customer interfaces with IT, visualize and model output, and develop trusted information and insights.
Job Qualifications
* Higher Vocational level and 2–4 years of relevant experience in resource planning and/or customer service.
* A Lean Six Sigma certificate would be an advantage.
* Good knowledge of MS Project, Excel, Visio; ability to manipulate data, create reports and perform tasks like VLOOKUPs and pivot tables.
* Customer-focused with excellent planning and presentation skills.
* Experience in process management.
* Knowledge of internal guidelines and procedures for data processing and insight delivery.
* Knowledge of customer service level agreements and data governance principles.
* Confident in liaising with internal and external customers.
* Attention to detail; thorough, accurate, and committed to delivering quality work.
* Strong verbal and written communication with interpersonal and teamwork skills.
* Ability to think independently and contribute ideas.
* Strong numeracy skills.
Desirable
* Experience monitoring and analysing performance in a customer service environment.
* Experience proposing measures to improve ways of working to meet quality standards.
* Good judgement and objectivity; using data as the basis for decisions.
* Fluent Dutch and English (spoken and written). German would be an advantage.
Benefits
* Generous pension (matched up to 6%, maximum employee contribution 10% of monthly salary).
* Staff discount.
* 25 days holiday plus bank holidays, rising with service.
* 8 hours paid appointment time per annum.
* Hybrid working possible after probationary period.
* Employee Assistance Programme.
* Free on-site parking and subsidised canteen.
* Employee-friendly policies including long service rewards.
About Viking
Looking to work within a vibrant company, combining 25 years of industry expertise with ongoing investment in cutting-edge technology to drive future success? Seeking a role where proactivity is welcomed, with scope to develop and grow? We are Viking. We provide business supplies and services to help our customers work better – whatever their workplace. We are a single source for everything customers need to be more productive, including the latest technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials. We sell approximately 45,000 products in total, which we supply to other UK businesses, mainly through our Ecommerce channel.
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