Business Process Optimization Specialist
hace 2 meses
**Company Overview**
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services using the latest technology and the Internet of Things. Our division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.
**Job Responsibilities**
We are looking for a highly skilled Real Time Analyst to join our team. As Real Time Analyst, you will be responsible for:
- Correctly matching production volume with planned capacities
- Ensuring that all required agent skills (e.g. languages, know-how) are available
- Ensuring that service levels defined by the client are reached (not missed nor surpassed)
- Providing information regarding absences and scheduling of all pull outs (e.g. training, meeting, coaching)
- Identifying and mitigating emerging risks and assisting in potential plans for service level recovery
- Re/un-blending and skill modification of individual associates, as well as alerting individual team leadership of outliers in auxin and other variances
- Coordinating activities, such as trainings or any offline activities, placement of new hire associates
- Developing/maintaining a series of workforce related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Open Phone Shifts, Overtime), and driving efficiency and increase production and quality
- Reporting of Service Level KPIs are under this position's responsibility
- Following bottlenecks to be recognized in time and a balancing of capacities or, respectively, an adjustment of capacities is carried out
- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritize, streamline, and automate existing operational reporting ensuring the reports that are produced provide high value with minimal manual effort
**Requirements**
To be successful in this role, you will need:
- Advanced studies in Industrial Engineering or related field
- 1-2 years' experience as a Real Time Analyst. Relevant industry experience in shared service center or call center
- Microsoft Office proficiency (Word, Excel, Power Point)
- Experience in Workforce Management tools (CIC, Genesys, Verint) is a plus
- Analytical thinking
- Teamwork
- Able to work in a fast-paced environment
- Assertive communication
- Accountability
- Understanding methods of bill collection, for example, spoken minute -paid minute, staffing per case, Staffing with CAP is plus
- English level B2+/C1
- 100% work at the office and able to work 1 day of the weekend
**About Bosch Group**
Bosch Group is a leading global supplier of technology and services. In the areas of Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology, Bosch Group offers innovative products and systems, as well as technology and service solutions. Bosch Group employs around 395,000 associates worldwide and generates around 76 billion euros in sales revenue.
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