Business Support Team Member (BST)
Nr. i reklamës i Anegino
AI97FH47
Industria
Shërbime
Përshkrimi i punës
-Assignment Summary
The Business Support Team has a supportive function towards the contact centre management within the organisational structure.
-Description of Role and Objectives
The Business Support Team (BST) is responsible in supporting the contact centre in reaching and exceeding performance targets and Client agreements by proactively measuring, tracking, forecasting, planning, analysing and reporting with actual and historical data.
-Responsibilities
The members of the BST have a direct report to the Business Support Team Coordinator (BSTC) / Business Support Manager (BSM).
The positions within this team will be proactive by setting up accurate measurement matrixes and to have deep knowledge of the contact centre software, supporting management in executing their business decisions with a high amount of precision and consistency.
Some or all of below responsibility areas will be included in the BST function.
Additional responsibilities may be added as the needs of the business change and expand.
Gathering of data needed for projects and analysis.
Create reports and ensure accuracy for all reports.
Control consistency of reports to support reliable decision-making.
Make initial analysis of variance.
Do regular analyses of forecasted volumes and staffing
Verify the accuracy of sources and formulas.
Verify reports in terms of plausibility.
Consolidate information into a manageable format.
Track results to identify trends.
Develop schedules based on an activity analysis and forecast.
Administer and assist in updating information in the required support structures (Intranet, FAQ’s, scripts, …)
Update procedures and workflow as instructed.
Administer Contact Centre Systems (Data warehouse, Batching System etc).
Assist in written communication and reports where required.
-Communication
To assess the needs of management in regard to statistics and reports.
Respect timelines for all reporting needs.
Respect communication channels.
Communicate variance proactively and indicate consequences.
-Analysis
Analyse and optimise the reporting needs of the business.
Minimise long-term variance through proactive analysis.
Analyse results ensuring that threshold values and service levels are met.
Analyse result against forecast.
Analyse activity of each business areas and between contact centres.
-Process integrity
Respect reporting T.Group guidelines.
Continuously review procedures and implement improvements.
-Culture
Hold a high level of morale.
Provide feedback for improving standards and processes.
Commit to T.Group objectives.
See yourself as a support function, the principle of service and support is one of your internalised values.
-Qualification and experience
To qualify for this role you must…
Have experience in administrating and analysing data.
Have very good knowledge in Excel/Access or other reporting software.
Have good communication skills.
Have a good understanding of CRM best practices.
Manage your time effectively
Focus on setting clear objectives and priorities.
Have worked in a performance driven environment before.
Have English language skills.
It will help if you…
Have worked for a CRM outsource business.
Have other language skill.
-Personality profile
To be successful in this role you must…
Be self motivated, commercially minded and problem solving oriented
Take ownership for quality, competence and commitment.
Enjoy/thrive on autonomy and be results focused
Have effective analytical skills to analyse results and make decisions based on facts and figures.
Have great communication skills
Be highly motivated and prepared to work hard
Have high personal energy and enjoy a lively environment
Be highly flexible and welcome change/improvements
The Business Support Team has a supportive function towards the contact centre management within the organisational structure.
-Description of Role and Objectives
The Business Support Team (BST) is responsible in supporting the contact centre in reaching and exceeding performance targets and Client agreements by proactively measuring, tracking, forecasting, planning, analysing and reporting with actual and historical data.
-Responsibilities
The members of the BST have a direct report to the Business Support Team Coordinator (BSTC) / Business Support Manager (BSM).
The positions within this team will be proactive by setting up accurate measurement matrixes and to have deep knowledge of the contact centre software, supporting management in executing their business decisions with a high amount of precision and consistency.
Some or all of below responsibility areas will be included in the BST function.
Additional responsibilities may be added as the needs of the business change and expand.
Gathering of data needed for projects and analysis.
Create reports and ensure accuracy for all reports.
Control consistency of reports to support reliable decision-making.
Make initial analysis of variance.
Do regular analyses of forecasted volumes and staffing
Verify the accuracy of sources and formulas.
Verify reports in terms of plausibility.
Consolidate information into a manageable format.
Track results to identify trends.
Develop schedules based on an activity analysis and forecast.
Administer and assist in updating information in the required support structures (Intranet, FAQ’s, scripts, …)
Update procedures and workflow as instructed.
Administer Contact Centre Systems (Data warehouse, Batching System etc).
Assist in written communication and reports where required.
-Communication
To assess the needs of management in regard to statistics and reports.
Respect timelines for all reporting needs.
Respect communication channels.
Communicate variance proactively and indicate consequences.
-Analysis
Analyse and optimise the reporting needs of the business.
Minimise long-term variance through proactive analysis.
Analyse results ensuring that threshold values and service levels are met.
Analyse result against forecast.
Analyse activity of each business areas and between contact centres.
-Process integrity
Respect reporting T.Group guidelines.
Continuously review procedures and implement improvements.
-Culture
Hold a high level of morale.
Provide feedback for improving standards and processes.
Commit to T.Group objectives.
See yourself as a support function, the principle of service and support is one of your internalised values.
-Qualification and experience
To qualify for this role you must…
Have experience in administrating and analysing data.
Have very good knowledge in Excel/Access or other reporting software.
Have good communication skills.
Have a good understanding of CRM best practices.
Manage your time effectively
Focus on setting clear objectives and priorities.
Have worked in a performance driven environment before.
Have English language skills.
It will help if you…
Have worked for a CRM outsource business.
Have other language skill.
-Personality profile
To be successful in this role you must…
Be self motivated, commercially minded and problem solving oriented
Take ownership for quality, competence and commitment.
Enjoy/thrive on autonomy and be results focused
Have effective analytical skills to analyse results and make decisions based on facts and figures.
Have great communication skills
Be highly motivated and prepared to work hard
Have high personal energy and enjoy a lively environment
Be highly flexible and welcome change/improvements
Data e aplikimit të fundit : 13 Maj 2015