Based in Brussels, the Capital of Europe, The Client Service Europe is looking for passionate and dynamic multilingual people to explore the Digital world of Louis Vuitton. As a Real Time Analyst (RTA), you will be part of the Performance Team.
The Performance Team is responsible for reporting, planning and traffic management.
The team ensures that everyone can perform at their best because we believe that empowered people deliver the best client experience. We strongly believe that Trust, Teamwork and Entrepreneurial spirit are the key to success.
As a part of the performance team, you will have the opportunity to develop the following skills:
- Interpersonal skills (Teamwork/Training/Communication/Feedbacks/decision making)
- Analytical and Reporting skills (Excel/PBI/storytelling with data)
- Entrepreneurial spirit (Action planning/Prioritization/Structure/Vision)
Reporting to the Workforce Manager, the Real Time Analyst are supporting the Front advisors and managers, helping to provide an outstanding experience to our clients by ensuring coverage and defining common priorities.
- Daily reforecast of volumes of all channels
- Monitor the volume of contacts on all channels, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in Average Handling Time, and any other real time events that contribute or impact negatively the service levels.
- Adjust the intraday organization of the front teams to adapt the planning to real time events and activities needed to be performed
- Keep a close relationship with the Teams to answer questions related to planning and enhance adherence, Intraday consistency, and service levels
- Provide visibility and qualitative feedbacks on daily traffic events and challenges to the Performance Team and CS management.
- Schedule offline activities (such as trainings) according to traffic to prevent negative impact on the service offered to clients
- Identify opportunities on processes and activities that could be automated or facilitated
- Recognize and communicate challenges and areas of improvement regarding schedules during, and after scheduling cycles
- Provide solutions and implement actions to meet service levels
- Participate in training of newcomers on the WFM tools
