About us
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.
With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but also in support of the retail and logistics organizations. WE CARE for customers, they are part of our DNA.
About the position
The WFM Business Analyst is part of the Vendor Management & Workload Planning team. The main goal of the WFM Business Analyst is to support our Satellites. Satellites are Customer Contact Centers that work on the process and technology landscape of Mercedes-Benz Customer Assistance Center. Vendor Management & Workload Planning is supporting the operational performance of the Customer Contact Centers, measured against CAC-set KPIs and following COPC best practices.
The role provides expert advice by turning data into valuable insights and actionable actions, aiming to optimize our businesses (e.g. workload planning, processes, systems, data quality)The role will also provide expert advice in optimizing established WFM processes at our vendors as well as identifying gaps and mitigation actions.
Tasks and responsibilities:
- Understand users and the challenges they face by observing and engaging with them, while strongly relying on data. Avoid assumptions and instead focus on identifying real needs,
- Consolidate the insights and identify the core problem in alignment with the overall objective. Collaborate with interdisciplinary teams and support various stakeholders with expertise in service design,
- Bridge the gap & engage between IT and the business using data analytics to assess processes
- Collaboration with various departments such as Business Intelligence, Genesys Cloud Platform, Training, Process Management etc., to ensure alignment and best business performance.
- Propagates, advises and trains stakeholders on workforce management, making the topic transparent and understandable.
- Identify and flag opportunities for improvement.
- Cooperate with Vendor Managers to optimize the processes related to Workload Planning and Monitoring.
- Support the establishment of standards in global CCC Vendor selection, Vendor contracts and Vendor KPIs
- Market support in finding synergies, achieving cost savings and efficiencies, and ensuring market/language support.
Who are you?
- Higher vocational or academic level through education or experience
- Experience working in Workforce Management roles, such as planning, real time monitoring and forecast
- Excellent Microsoft Excel skills (knowledge of SQL or other query language is a significant plus)
- Data-driven mindset and strong analytical skills
- Experience working in an Analytical and Consulting role towards stakeholders
- Excellent understanding of contact center KPIs, including understanding of how KPI’s are interlinked.
- Strong and secure pen-to-pixel visualization capabilities
- Fluency in corporate language English
- Good communication skills, both verbal and written
- Preferably experience with working in a multicultural team
- Willingness to travel
Personality
- Ownership and independent thinking
- Excellent stakeholder management, interpersonal communication skills
- Good time management
- Strong team player
- Result oriented mindset and ability to work under pressure
- A ‘can do’ mentality
What do we offer?
We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary:
- Hybrid work
- Holiday allowance: 8% of annual salary
- Competitive performance-based salary growth
- Company result-oriented bonuses
- Transportation plan
- Collective health insurance at discounted rates
- Non-contributory pension plan
- Lucrative relocation package, if applicable
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Please use the “apply” button to upload your CV, Letter of Motivation, and any other documentation that adds value to your application.
We can only accept applications via the mentioned application process for data privacy reasons.
