Workforce Reporting Analyst – Customer Service 91 views

Job Overview

  • Country Italy
  • Language(s) English, Italian
  • Level of Experience Expert

For our business in Milan, Italy we are currently looking for a Workforce Reporting (male/female) for our Workforce Department. You’ll join a well-established and high performing team looking to achieve success on our long-term strategy.

As a Workforce Reporting you will be in charge of ensuring the proper development of the service by creating reports required either internally (service manager, platform managers, production, administration, etc.) or externally (Clients) and Analyzing the data history (eg, relative to the AHT – Average Handling Time or other KPIs).

About us:

We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.

Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement.

We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

Our mission:

We create amazing customer experiences that people value and we are proud of.

By combining talent, data, and technology.

We deliver real impact for our partners.

We are driven to go further.

 

What you will do:

  • Generates and implements automated reports as requested to manage KPIs of business.
  • Report the number and type of inconsistencies to the projects
  • Works with central departments to implement automated and Business Intelligence tools.

Requirements:

  • At least 3 year of experience in Contact Center or similar business
  • Bachelor (preferentially in Sciences, Mathematics, Statistic, Informatics or similar)
  • Advanced computer skills especially in Excel and Access with ease to generate calculation tools, alinked tables, macros, etc.
  • Data analysis and numerical interpretation
  • Organization of work (target orientated and tolerance to the pressure)
  • Strong verbal, written, and presentations skills in English
  • Nice to have: knowledge of Spanish language
  • Previous experience is a plus

Offer:

  • Excellent reputation as responsible employer;
  • Modern working environment at an attractive location in Milan with good public transport connection;
  • A welcoming and inclusive environment;
  • A team ready to help you develop and grow;
  • A multinational environment, different nationalities and cultures to work every day.

Join us in a vibrant, multi-cultural city centre environment. Explore you careers possibilities and work on your Personal Development. Above all, enjoy the experience of working with highly prestigious brands!

Job Location

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