Senior Data Analyst Customer Service - KG Hoofddorp in Amsterdam

JOB SUMMARY: Monitors and analyzes call volume (and customer contact from other channels), call patterns and traffic flow in contact/support center utilizing workforce management system and other tools to ensure service level objectives are met.  Works closely with supervisors and managers to analyze daily traffic and forecasts to adjust schedules and staff as needed, ensuring optimum staffing levels.  Provides regular reports to management on workload and workforce in contact center.  Provides data extraction, analysis and predictive modeling of Company, product and departmental data and metrics.  Acts as liaison with internal customers and business partners to monitor and provide customer feedback data from Customer Support business unit/group/area.  Makes recommendations for new or updated call/service center technology and process improvements to reduce costs.  Supports quality management system and other compliance requirements.  Performs other duties as assigned.  Adheres to and models the Purpose & Guiding Principles. PRIMARY DUTIES AND RESPONSIBILITIES: Monitors and analyzes call volume, call patterns and traffic flow in contact/support center to ensure service level objectives are met.  Analyzes contact center trends, including call volumes, call patterns, average handle time, staff productivity, schedule adherence and resource allocation.Analyzes and evaluates daily real-time data from automated call management and workforce planning systems to optimize staff utilization and service levels, such as reducing wait time to maximize the customer experience.  Adjusts daily staffing assignments and scheduling as needed based on analysis.Analyzes historical data and longer-term forecasts to identify potential problems caused by such factors as call volume seasonality.  Makes appropriate scheduling and staffing adjustment recommendations as needed.Provides data extraction, analysis and predictive modeling of Company, product and departmental data and metrics.  Acts as liaison with internal customers and business partners to monitor and provide customer feedback data from Customer Support business unit/group/area.    Develops various short- and long-term reports used for contact center scheduling and planning.  Identifies and reports on trends and patterns.Develops curriculums and conducts contact center staff training on scheduling policies and procedures.Performs other duties as assigned.Adheres to and models the Purpose & Guiding Principles.EDUCATION:4 Year Degree or equivalent combination of education and work experience required.EXPERIENCE:5+ years previous experience in a workforce management-related analytical role, depending on level. Extracts and analyzes data from system and makes recommendations.Recommendations involve longer-term time horizons.5+ years related experience.4 Year Degree or equivalent combination of education and experience.Strong preference for previous exposure to Avaya and/or AIX systemREQUIRED SKILLS AND ABILITIES:Ability to think analytically, conceptually and strategically. Knowledge of staff planning. Experience with call management/workforce planning systems preferred.High degree of interpersonal skills necessary.Good written and verbal communication skills.Ability to prioritize and execute multiple tasks.Microsoft Excel skills.Fluency in the English language. Weekend hours and weekday overtime may be required.Some travel may be required.International companyMatch criteria: Biotechnology & Pharmaceutical, Job, ICT, Customer Service, Business analyst, 3200 - 4000 Euro, > 4000 Euro, To be determined, 40 hours, Commercieel, Automatisering/IT, Administratief, Communicatie/pr, Detailhandel, Economisch, Exact, Gedrag en maatschappij, Gezondheidszorg, Grafisch, Horeca/toerisme, Management, Marketing, Onderwijs, P&O, Rechten/juridisch, Secretarieel, Taal en cultuur, Technisch, Overig, University of Applied Science (HBO), University (WO), Bachelor, Master, 2-5 years, 5-7 years, 10 years, The Hague area, Amsterdam area, Rotterdam Area, Utrecht area, English, Executive , Mid-senior managementCompany name: Undutchables Recruitment Agency BV

This position, Senior Data Analyst Customer Service - KG Hoofddorp in Amsterdam, was posted on January 25, 2012. The job is located in Amsterdam. Since this job has been published, it has been viewed 32 times.