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ANALYST - CALL CENTRE COORDINATOR

Are you thirsty for challenges, leading our professional Finance team and managing exciting projects in Carlsberg Italy? Are you looking for a dynamic and innovating business context? And above all, do you like beer? We hope to have your attention!

Role overview:

Within the technical service department, you will supervise and coordinate the call center activities done by our outsourcer.
The analysis activity will be aimed at optimizing the call center service and you will have a central role in defining all corrective actions

What you’ll be doing (key responsibilities)

  • Increase phone fix rate (% of technical issues solved by phone, instead of sending the technician)
  • Track and improve customer satisfaction (based on customer's feedback after the execution of the intervention)
  • Train the call center team of the outsourcer, introducing advanced troubleshooting procedures
  • Prioritize and optimize the interventions at the outlets, after proper coordination with ATC team and external technician
  • Monitor the main KPIs (# calls per month, % of phone fix, ...) and advise on best practices for improvement

What we’re looking for:

  • Good execution and results driven approach
  • Strong analytical and technical skills
  • Strong focus on Customers’ expectations and high quality of Service provided to Customers
  • Understand and apply processes
  • Self organized and autonomous decision-making process

You have minimum master’s degree in Economics or similar.

Language:

  • Excellent English knowledge written and spoken
  • Excellent Italian knowledge written and spoken

 Excellent MS Office skills

What you can expect

We work as a team locally and across borders, we align to ensure full transparency, we take accountability for our deliverables, we act with high speed and continuously prioritize. Our work environment is informal and although we work with great dedication and high ambition.

We offer a “Carlsberg way” of working, continuous development and knowledge sharing cross markets.

Location: Milan

Interested?

Please send us your CV with credentials in English using the form in our career page at https://carlsbergitalia.it/contatti/job-opportunities/
specifying as obj: Analyst – Call center coordinator

We look forward to your application and we will provide timely feedback to those who will be a part of our recruitment process.