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Beschreibung
title: coordinates stfaf scheduling, directors and vps, provides inupt for shrot term forecsating, serivce delviery managers, the capacity management team proactively monitors call volume, balances workload across different teams and drives improvements in the network with team leaedrs.
as a glboal leader in business travel management, american express business travel works with companies around the world to design and manage comprehensive travel programs that meet their business goals.
responsibilities:
make sure the relveant teams (approximately 100 fte) in the service delivery network meet target service levels in the telephony and email modality by putting the right resources in the right place at the right time
conudct real-time monitoring, and gain concurrence/commitment to agreed upon plans, validate assumptions, decision making and call flow management in a business as usual scenario and deploy rapid action plans for escalation to address sub par intra-day service levels
communicate service performance to service delivery leaders and drive action plans to collectively imporve performance with the service level mangaer and service delivery leaders
colelct and realy relevant input to the global forecsating & planning team to improve short and long term forecasting of staff requierments
conduct weekly service level planning meetings to review forecasts.
required qualifications:
comfortable with workforce management / call center management principles
demonstrated analytical and independent problem solving skills
good communication and presentation skills
effective interpersonal skills to build relationships and interact, collaborate and influence effectively across all levels of the organization
experience with workforce management tools (iex total view preferred)
telecom hardware and software knowledge (avaya cms preferred).
the workforce management team in emea is responsible for meeting our contractual slas, supporting a superior customer experience and optimizing costs by managing staffing levels. the backbone of business travel\'s service delivery is formed by our business travel centers which process thousands of telephone calls, emails and online bookings each day.preference munich
location: germany
other locations:
to support our workforce team in business travel we are searching for a service level coordinator (m/f) which will be located preferably in our munich-office, planer (m/f) workforce.
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