Vacature Business Analyst WFM

Business Analyst WFM in Maastricht

The organisation

The Mercedes-Benz Customer Assistance Center (CAC) in Maastricht, The Netherlands, is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz customers. More than 45 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

Maastricht is a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent. Due to its location, Maastricht is a melting-pot of different nationalities creating a vibrant, multi-lingual community in which it’s easy to feel at home.

The function

The WFM Business Analys t is part of the Vendor Management & Workload Planning team. The main goal of the WFM Business Analyst is to support our Satellites. Satellites are Customer Contact Centers that work on the process and technology landscape of Mercedes-Benz Customer Assistance Center.

Vendor Management & Workload Planning is supporting the operational performance of the Customer Contact Centers, measured against CAC-set KPIs and following COPC best practices.

The role provides expert advice by turning data into valuable insights and actionable actions, aiming to optimize our businesses (e.g. workload planning, processes, systems, data quality)

The role will also provide expert advice in optimizing established WFM processes at our vendors as well as identifying gaps and mitigation actions.

Your tasks and responsibilities:

• Understand users and the challenges they face by observing and engaging with them, while strongly relying on data. Avoid assumptions and instead focus on identifying real needs,
• Consolidate the insights and identify the core problem in alignment with the overall objective. Collaborate with interdisciplinary teams and support various stakeholders with expertise in service design,
• Bridge the gap & engage between IT and the business using data analytics to assess processes
• Collaboration with various departments such as Business Intelligence, Genesys Cloud Platform, Training, Process Management etc., to ensure alignment and best business performance.
• Propagates, advises and trains stakeholders on workforce management, making the topic transparent and understandable.
• Identify and flag opportunities for improvement.
• Cooperate with Vendor Managers to optimize the processes related to Workload Planning and Monitoring ,
• Support the establishment of standards in global CCC Vendor selection, Vendor contracts and Vendor KPIs
• Market support in finding synergies, achieving cost savings and efficiencies, and ensuring market/language support.

Requirements

Requirements

• Higher vocational or academic level through education or experience
• Experience working in Workforce Management roles, such as planning, real time monitoring and forecast
• Excellent Microsoft Excel skills (knowledge of SQL or other query language is a significant plus)
• Data-driven mindset and strong analytical skills
• Experience working in an Analytical and Consulting role towards stakeholders
• Excellent understanding of contact center KPIs, including understanding of how KPI’s are interlinked.
• Strong and secure pen-to-pixel visualization capabilities
• Fluency in corporate language English
• Good communication skills, both verbal and written
• Preferably experience with working in a multicultural team
• Willingness to travel

Personality

• Ownership and independent thinking
• Excellent stakeholder management, interpersonal communication skills
• Good time management
• Strong team player
• Result oriented mindset and ability to work under pressure
• A ‘can do’ mentality

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

The salary range for this position is between €3500,- and €5000,- gross per month.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.