Senior IT Service Analyst managing complex ITSM processes for Forcepoint, simplifying security for global businesses. Engaging in governance, compliance, and continual service improvement initiatives.
About the role
- Real Time Analyst responsible for monitoring and improving KPI performance in customer support operations. Collaborating with team leaders and management in a dynamic, innovative environment.
Responsibilities
- Het signaleren van afwijkingen op KPI's richting het Client Team indien agents niet conform rooster actief en/of onvoldoende productief zijn.
- Acties uitzetten n.a.v. gesignaleerde afwijkingen;
- Het voeren en bijwonen van overleggen met Team Leaders en Operations Managers over de gang van zaken, bijzonderheden en uitdagingen. Je geeft hierbij advies voor efficiency verbetering richting het Client Team en Workforce Management Supervisors;
- Het genereren en analyseren van verschillende rapportages uit geautomatiseerde systemen.
Requirements
- MBO+/HBO werk- en denkniveau;
- Cijfermatig en analytisch inzicht;
- Goede computervaardigheden (Excel, Outlook, Word, etc.)
- Flexibiliteit en beschikbaarheid m.b.t. werktijden.
- Woonachtig in of rond Rotterdam.
- Frisse ideëen over hoe we de performance en motivatie van onze klantcontact medewerkers kunnen vergroten.
Benefits
- Een leuk enthousiast team waar iedereen meeviert met alle successen;
- Samenwerken met collega's met verschillende achtergronden, van schoolverlater t/m senior manager;
- Er is veel ruimte voor jouw eigen ideeën en initiatieven;
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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