Strona główna

INTRA-DAY Activity:

• Optimising agent & resource activity
• Improving quality relating to agent activity and customer complaints
• Ensuring corrective/recovery actions in a timely fashion
• Proactively reconfiguring service routing, applications, telecoms routing as necessary to optimise and maintain service availability

SERVICE PROVISION:

• Configuring the GWC systems as necessary for service provision, agent and resource setup, and system setup.
• With transition to Genesys Cloud, configuration and fine tuning will take a large place in coming months

BCP & IT

• Ensure that the BCP for all of the GWC’s is fully active, tested and up to date (including co-ordination of BCP Tests).
• Escalate and manage any ongoing IT issues relating to the GWC’s
• This task includes to be “on-call” on regular basis (today: 1 week every 4 weeks)

REPORTING: 

• Communicating to GWC management on GWC operational performance (outages) and generate timely and accurate operational reports for the GWC Local Teams and Management

FORECASTING:

• Using historical traffic data per service and inputs to forecast staffing model
• Using GWC tools to improve costs of operation for all GWCs

SCHEDULING:

• Ensuring necessary and sufficient resources are in place according to anticipated need.
• Rota development in line with local working environment

COMMUNICATION:

• Develop, maintain and update the GWC SharePoint Website for Operations Planning specific content.
• Communicate change requests for IT Infrastructure (e.g. Genesys Strategy, LAN. WAN diagrams) at the GWC locations and maintain this information in an updated and central storage area.

Qualifications

• Bachelor’s degree (technical background is an advantage)
• Excellent communication skills
• Flexibility and adaptability to the changing work environment
• 4 years’ experience in a customer service environment is desired.
• Good knowledge of Customer Service in Telecommunication domain
• Strong problem-solving and decision-making skills.
• Must be flexible, willing to work unsociable hours (on-call, but no 24/7 shift)
• Passion for delivering high levels of customer service
• Motivated self-starter
• Seeks continual operational improvements
• Delivers on commitments
• Team player
• Well organized
• Fluent in English
• Ability to work successfully across international cultures
• Ability to work effectively with a direct supervisor who is not co-located
• Able to work from home when needed/required.

Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. Nokia culture welcomes people as their true selves. Come create technology that helps the world act together.