RTA TEAM MANAGER [Belgium]

 

POSTE

“Plans are worthless, but planning is everything.”

Part of the Performance team and reporting to the Performance Manager, the RTA Team Manager is leading the RTA team and strategy ensuring we are offering the best services to our clients.

The RTA team is responsible for traffic management from Monday to Friday from 8 am to 8pm. Team Managers are taking over the responsibility after 8pm and during weekends. The team is ensuring flows of contacts are channeled to the proper Client Advisor at the proper time to optimize our service levels.
To do so, this role is leading a team of 4 analysts working on Calabrio planning and in contact with all relevant stakeholders to ensure we have the right person on the right activity at the right moment with the right tools and knowledge to offer a luxurious client experience.

Essential duties and responsibilities

• Ensure the development and the implementation of the Traffic management strategy to offer the best employee and client experience.
• Develop and monitor achievement of each channel specific strategy for traffic management with front team managers to ensure the reaching of our organizational objectives.
• Define service level objectives and prioritize activities throughout the day according to the available staffing and objectives.
• Ensure the right number of agents are planned on each activity throughout the day to ensure the best client experience considering both business and employee’s needs.
• Channel feedbacks to managers and WFM team to ensure continuous improvement and target achievement at both individual and channel levels.
• Channel requests for improvement to central to facilitate workload and traffic management.
• Ensure Traffic management strategy and commercial strategy are aligned.
• Ensure the Traffic management tools set-up and processes are known, updated, and aligned with the organizational strategy.
• Ensure requests from agents and managers are addressed in a timely manner keeping in mind employees and business needs.
• Ensure continuous improvement regarding tools and processes.
• Lead the Real Time Analysts team, providing feedbacks and opportunities for growth to the team.
• Ensure the share of knowledge about RTA processes and metrics.

PROFIL

• Experience working as real time analyst, or supervisor, or team manager in a Client Service or equivalent position.
• Experience as a leader in a changing environment would be considered a plus.
• Experience in the luxury sector would be considered a plus.
• Ability to multitask in a fast-paced environment.
• Strong analytical and timely decision-making based on data.
• Demonstrate ability to achieve desired results.
• Knowledge of Traffic management dynamics and KPIs
• Outstanding interpersonal, communication and organizational skills
• Detail & deadline oriented with a strong work ethic.
• Forward thinker with a proactive attitude
• Highly adaptable, responding well to changes and feedbacks.
• Team player
• Leadership
• Prioritization and time management
• Capacity to lead meetings and workshops.
• Advanced in Microsoft Excel
• Ability to maintain a heathy team culture.

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