ROUTING SPECIALIST
Are you ready to shape excellence? Join us as a Routing Specialist and drive our operations to new heights. Develop optimal routing structures, align resources with precision, and enhance management insights. Your technical expertise will not only support our systems but also influence operational improvements, redefining the future of our routing concepts.
The Routing Specialist develops and advises on and develops an optimal functional structure of the contact center routing systems within the operational departments to support on the one hand the most efficient match of quantitative and qualitative (human) resources versus the forecasted workload and on the other hand optimal use of the systems for providing management information and control. The Routing Specialist provides functional and technical support for the contact center routing systems and uses knowledge gathered to advise on improvement of operational procedures and processes related to routing concepts.
YOUR RESPONSABILITIES
As a Routing Specialist, you will ensure the optimal functional design of routing, contact, and agent priority management systems, focusing on operational, planning, and reporting efficiency. You will manage and support all functional changes related to the routing engine, continually seeking improvements to enhance daily operations and support planning and reporting processes. Additionally, you will play a key role in the change management process, collaborating with the Product Owner and Telecom Engineer. Identifying and acting upon malfunctions in processes and procedures, you will propose and implement innovative solutions to drive continuous improvement.
WHAT YOU NEED FOR THIS POSITION
· Degree on higher vocational level, preferably (business) economics or technology
· At least 2 years of experience in contact center management (analytical) support
· Good MS-Excel skills
· Good MS-Visio skills
· Experience with contact flow systems and/or workflow systems
OUR OFFER
- A one-year contract with the prospect of permanent employment.
- Position for 32 to 40 hours a week.
- A competitive salary.
- A challenging, innovative, and international environment.
- 25 vacation days based on full-time employment.
- A pension plan & travel allowance.
- A vibrant and multicultural office near the Westerpark in Amsterdam.
- You will lead and be part of a diverse and multicultural team based in Amsterdam, Wembley & Curacao.
- A well-balanced and flexible hybrid working model (possibility to work from home).
- Start date: preferably 01-10-2024 or as soon as possible.
WHO WE ARE
Cygnific is a proud daughter company of KLM. And guess what? We have high ambitions ourselves as well. Our customer service heroes from more than 30 different countries are ready to create lasting impressions through teamwork and commitment. In 10+ different languages, they offer 24/7 service with a smile to passengers and customers from KLM, and various brands such as Rituals. We do this via email, telephone, live chat, social media and WhatsApp. Not only in the Netherlands, but our wings also spread to England, the Philippines, and Curaçao.
At Cygnific, you’ll be part of an international team of cheerful, passionate and ambitious Cygnificans. We cultivate and nourish our culture and help colleagues and customers move forward. We value uniqueness and foster the trust and respect we have for each other. Cygnificans commit to getting any job done, but also like to have fun along the way.
READY TO APPLY?
Are you ready to bring us to the next level with your strong leadership and customer focus? Then make sure to apply by sending us your CV and motivation letter (in PDF or Word doc) via the apply button below. The application process will consist of two interviews.
Closing date: 02/09/24
Questions
– Questions about the position itself? Feel free to reach out to Reno de Groot (Recruiter) via Reno.de.groot@cygnific.com.
– For questions about the recruitment process please contact recruitment@cygnific.com.
*Acquisition in response to this vacancy is not appreciated
