Servimafa RHis looking for a: M/F


Customer Care Planner


You will join a fast-growing company, market leader in providing high speed Internet access to the hotel industry. You will be responsible for Customer Care staffing and shift planning as well as reporting activities.


Goal:

Planning, supervision and reporting of CC activities related personnel and shift management


Main Activities:

- Plan, organize, oversee, update and coordinate staffing schedule to ensure proper shift coverage;

- Forecast of number of calls and take appropriate measures for staffing, training periods and holidays scheduling;

- Generate management and KPI reports to Customer Care Manager based on performance statistics (weekly, monthly and annual basis);

- Supervision tasks: supervise and sign individual daily timesheets; authorize / approve overtime and time-off requests; report grievances to Team Leader and CC manager; Monitor individual, team and CC call statistics and provide regular feedback to CC Manager and Team Leaders; Inform CC Manager on resource gaps & needs

- Daily administration of resource planning and administration, including: Provide / create and manage accesses and passwords to new collaborators; Take action on office operational issues raised by Team Leaders (e.g. malfunctioning tools, equipment or accesses)


Your Skills and Experience:

- Previous experience in Customer Care planning and daily administration

-Extremely well organized, structured, rigorous and professional

-Trustworthy

-Rational thinking, able to analyze statistical data and drive / summarize main takeaways

-Result-oriented

-Good negotiation skills

-Excellent skills (written and spoken) in English

-Excellent PC skills, namely Excel and PowerPoint

-Preferentially, solid knowledge of Customer Care planning software

-Enjoying working autonomously in a dynamic international environment where customer satisfaction is the driver


You enjoy working autonomously in a dynamic international environment where customer satisfaction is the driver. What’s more, you are structured, organized and at the same time self-motivated and a team player.



The place of work is Lisbon.


Our client operates a broadband Internet access network in its partner hotels across Europe and North America, spanning more than 2’300 active properties and encompassing 200’000 hotel rooms. Additionally we support more than 8’500 conference events annually. This makes us the undisputable European provider of broadband Internet based services to the hospitality industry.


Please only send English CVs by email to the following address:


andreia.morais@servimafa.pt