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Intralox®

Global Customer Service Workforce Analyst

Location:

Amsterdam, The Netherlands

Category

Administrative, Customer Service & Technical Support

Division

Intralox
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Intralox has been the world leader of award-winning, comprehensive conveyance solutions for over 45 years. We invented modular plastic conveyor belting and continue to provide outstanding customer service by being reliably innovative and offering cutting edge solutions to our customers. Intralox is the largest of four operating divisions of Laitram, L.L.C. and offers an unparalleled opportunity for those who want to work for an established, yet growing company in the private sector. To learn more about our company culture, philosophy, and benefits, please visit our company page.


How will you make an impact?


This global role is for innovative problem-solvers with an inquisitive mindset willing to grow the workforce management space at Intralox. As a workforce analyst, you will support our award-winning customer service department and help implement their industry leading initiatives.


What will you do?

  • Primary steward of Verint software for Intralox’s customer service department
  • Identify and implement upgrades to Verint Workforce Management and quality monitoring systems
  • Provide Workforce Management reporting and analysis to the Customer Service Managers relevant to the department’s Key Performance Indicators (KPIs)
  • Provide staffing schedule recommendations based on consistent and accurate analysis of historical channel volume data and forecasted channel volume
  • Design and growth of internal Voice of Customer concepts
  • Optimize existing reports and create new reports using various reporting tools such as Cisco, Verint, and Microsoft Dynamics
  • Help prioritize, design, and deliver Workforce Management initiatives to the global Customer Service department
  • Develop capacity model for case management work groups.
  • Support global staffing decisions and employee language/skill assignments

Who are you?

  • Experienced in Verint or similar workforce management technology
  • Experienced in report creation preferably using workforce management or other enterprise software
  • Skilled in asking the right questions to ensure proper report creation and delivery
  • Open to feedback, with proven ability to work collaboratively with others
  • Confident, resilient, proactive with strong planning and organizational skills
  • A minimum of 5-year work experience in workforce management  
  • Experience as a Scheduler or Planner with multiple skill assignments
  • Fluent written and spoken English

What will you get in return?

  • An opportunity to boost your international experience, develop your potential and contribute to a new, exciting strategic company initiative
  • A team that invests in each other’s success and takes pride in their work
  • An inspiring working environment grounded in ideas, teamwork and effort
  • A leading premium-branded company with consistent financial results
  • A performance-based profit-sharing program

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