CRC 고객센터 Data Analyst (Temp-Direct)

1. * 본 포지션은 산전후 휴가로 인한 계약직 포지션으로 11개월(TBD) 계약 예정입니다.
   
   Direct Report to
   - CRC Manager
    
   Main Purpose of Job
   - Support the CRC to successfully meet performance targets and optimize usage of resources
   - Drive sustainable and cost-efficient operations with focus on best-in-class customer satisfaction
   
   Job Description
   Live monitoring, Real time management & Transactions allocation
   - Supervises the live monitoring and real time management
   - Supervises the allocation and transactions routing to specific sites, queues and staff
   - Monitor overall network and site-level performance on a real-time basis
   - Understands the main Sales of Customer Experience KPIs and embeds them in the daily business
    
   Reporting
   - As the owner of the CRC reporting house, ensures decision support reports and dashboards are released in collaboration with stakeholder teams
   - Makes CRC Specialist's performance indicators available, allowing Team Leader to coach employees to continuously strive for higher performance 
   - Reports adapted figures including workload trends, staffing requirements and key performance results to the different audiences (CS, TL, Local ManCom and HQ) to build recommendations
    
   Business Continuity & managing IT services
   - Is a min player in the release of the Business Continuity Plan and ensures business continuity through the BCP implementation with relevant stakeholders
   - Ensures all materials required are provided to Coffee Specialists (e.g. hardware, phones, headsets)
   - Identifies and collects IT or telephony dysfunctions and coordinates system backup/outages with IT to minimize customer impact
   - Solve at a first level(telephony assistance to operations and troubleshooting telephony problems) and acts as interface and follows up solving for next levels
   - Trains if needed, team leaders, managers and trainers on the use of workforce planning tools
   

Job Requirements
Education:
- University degree
 
Business experience:
- Experience in Data analysis more than 2 years (in call center is preferred)
- Experience in multi-task and fast-paced environment using digital tools and software
 
And preferably
- Experience in CRC IT environment
- Contact Flow Management
- Budget Management knowledge
- Project Management in a matrix organization 
- Proven ability to manage change and implement process improvements

1. 전형방법
   
   
2. 1차 서류전형
3. 2차 면접전형
4. 3차 면접전형
5. 
   
   
6. 제출서류
   
   
7. 접수처: Recruiting.Korea@nespresso.com
   국/영문이력서