Senior Lead EU Intraday Management

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Publiée le 08.08.2019


Secteur d´activité:
Marketing, communication, médias
Édition, imprimerie
Offres d´emploi:Voir toutes nos annonces
CIMPRESS/VISTAPRINT  Nous sommes spécialisés dans les métiers suivants : -Customer support service (CARE): FR, Italy, Spain, Germany and UK... lire la suite

Détails de l'annonce

Poste proposé : Senior Lead EU Intraday Management

The Sr. Lead supervises the Resource Optimization Centre (ROC) team providing real-time monitoring of contact volumes, service levels.

The team is responsible for making and implementing decisions in a real-time manner to optimize access in a dynamic and complex environment for our customers whilst balancing business and employee needs. 

Your role will include:

  • Implementing / recommending where appropriate best-practices across all WFM functional areas (Real Time / Intraday / Scheduling).
  • Overseeing the day to day operation and communication to ensure we are utilizing resources effectively. This encompasses the short-range planning and real time management.
  • Providing constant reviews and feedback on areas of potential risks and opportunities to identify these risk elements and take appropriate corrective and/or mitigation measures.
  • Responsible for ensuring that SOP’s are current/improved and updated.
  • Communicating plans to Operations and mitigating plans if required.
  • Managing initiatives aligned to the Workforce Management Road Map.
  • Responsible for the quality and accuracy of reports delivered from the ROC team.
  • Managing key KPI metrics (including SLA, Occupancy, etc.)…
  • Managing communication within the ROC Team, focusing on conducting regular skip levels, team meetings and one on ones.
  • Using specialized business tools, forecasts and real-time statistics, to monitor and respond to service and adherence issues.
  • Acting as a mentor and coach, educating in real-time management, within and outside of the workforce management teams.
  • The timely and accurate escalation of business-critical impacting events such as IT outages to senior management. The rapid implementation of actions to mitigate such impacts, and preparation of procedures and strategies to guard against such occurrences in the future.
  • Continually learning and challenging current processes by accessing external research.
Profil recherché pour le poste : Senior Lead EU Intraday Management
  • Strong relationship management skills, influencing and negotiating.
  • Communicating complex information in a way which is easy for others to understand
  • Stating well-argued cases emphasizing positive messages & benefits
  • Handling objections assertively, standing up for a position without being overly stubborn
  • Leading a team, driving the engagement and performance of all members.
  • Involving all relevant people in decisions & keeping them informed
  • Recognizing unspoken meanings behind people’s actions; being tactful and showing consideration for their views
  • Networking and actively building trusting relationships
  • Seeking customer feedback; seeing things from their perspective
  • Working to exceed customer expectations
  • Supporting decisions that benefit customers & Vistaprint /Cimpress
  • Taking the initiative to tackle problems; stepping outside own role if necessary
  • Looking for ways to improve processes and learning from mistakes
  • Setting demanding targets & goals; putting in extra effort to exceed objectives
  • Uses a combination of experience, wisdom, logic and analysis to make sound, timely decisions and to solve problems
  • Probes appropriate sources for relevant information and answers to key questions; demonstrates persistence and skill in gathering information. Understands levels of inclusion necessary for ownership and effective action
  • Has solutions and suggestions that are effective and turn out to be correct and accurate when judged over time
  • Is sought out by others for input and process support
Critères de l'annonce pour le poste : Senior Lead EU Intraday Management
Management, direction générale
Secteur d´activité:
Industrie, production, fabrication, autres
Marketing, communication, médias
Type de contrat:
Ariana - Béja - Ben Arous - Bizerte - Gabès - Gafsa - Jendouba - Kairouan - Kasserine - Kébili - Kef - Mahdia - Manouba - Médenine - Monastir - Nabeul - Sfax - Sidi Bouzid - Siliana - Sousse - Tataouine - Tozeur - Tunis - Zaghouan
Niveau d'expérience:
Expérience entre 2 ans et 5 ans
Niveau d'études:
Langues exigées:
Nombre de poste(s):1

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