Coordinator Customer Service Center (m/f/n), Esch-sur-Alzette

Your tasks

Workforce Planning

• You collect information and coordinate with team leaders to establish and adjust an efficient workforce planning (monitoring ESS of the CSC Team)
• You monitor and screen business activities/customer requests in close collaboration with team leaders, in order to categorize, prioritize and dispatch cases in salesforce to the different teams
• You coordinate and follow up with team leaders on open cases with overdue status
• You act as a centralised point of contact for the IT service desk in terms of creation and follow-up of tickets and access requests on behalf of agents and team leaders
• You collect training needs through team leaders and plan training sessions with internal or external partners

Operational support

• You write, review and validate outgoing communication on specific cases and when required
• You analyse and follow-up on customer surveys and escalate the findings to the Responsible for Customer Service when necessary
• You analyse and monitor available data to determine agent vs. demand ratio

Reporting

• You ensure regular reporting to the Responsible for Customer Service Centre, the team leaders and quality managers
• You assist your superior with knowledge management and templates

Team coordination

• You are the back-up of the team leaders when required
• You supervise and act as the main point of contact for temporary external staff

Your profile

• You hold a BTS in Economics, Business Administration or equivalent
• You ideally have a previous working experience in a similar role
• You have an analytical mindset, are detail-orientated and result-driven
• Proven organizational skills and an experience in operational management
• You are willing to promote a positive working environment and foster talents
• You have excellent verbal and written communication skills in Luxembourgish, French, German and English

What we offer

“Together we build the future of Luxembourg’s energy transition”

• The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
• A multicultural and international working environment that encourages diversity and inclusion
• A competitive salary with additional benefits
• A significant stability of employment and the possibility to evolve within the Group
• Continuous learning and development career path adapted to the needs of each employee
• Hybrid working mode with the possibility to work from home