Agent Desktop Analyst

Within the Customer Interactions domain, we are fully committed to an excellent digital customer experience in the coming years. However, this is not possible without supporting our customer service employees with the right tools to interact with our customers efficiently.

As a process analyst within the Agent Desktop team you play a key role in the interaction between the end users, in particular the contact centers and ITS for every type of contact that the customer has with Proximus (call, chat, social media, case, leads ...)

You will perform an important task for all applications that are managed within the Agent Desktop domain (SKM, ACI, CBM, Genesys, chat tool and ARC/UD), which the agents from the contact centers are confronted with on a daily basis.

Within the team you are responsible for facilitating and following up on both the ’run the business’ activities, as well as for specific projects in the Agent Desktop team, as well as for providing support for transversal projects (RQM, SE Prime, ..).

Your responsibilities

• You are responsible for the optimization of thecontact center platform by taking on a coordinating role in various projects & deliveries, as well as detecting improvements (Outbound Dialer, Call back & leads process,. ..)
• You proactively take initiatives to improve the user experience and efficiency andlook for potential technical optimizations in the domain.
• You support the operational teamsin translating their business needs into functional specifications with a view to a robust, cost-friendly and efficient solution.
• You take ownership of the systems and projects underyour responsibility
• From the team you are the point of contactfor the implementation of new back end systems to a universal queue principle (IWD /Genesys)
• You manage the different versions & packages of the applicationsand ensure that the end users have the correct and thoroughly tested version available
• You manage the different profiles of the agents via configuration in Skill Management tool (SKM) as well as the views of the applications for the agents (ACI)
• You take care of the layout of the usermanuals and organize Train-the-trainer sessions
• You ensure a good follow-up of an end-to-endTest strategy and execution (if automated in collaboration with the colleagues from IT)
• You give the necessary support during the roll-out to the operational teams
• You can be called in during official release moments and work together with E2E Incident Team & CUO Release management.
• You provide a clear and structured documentation &communication about improvements, changes, bug fixes, configurations, versions, profiles, skills, etc... to the stakeholders
• You share your knowledge and expertise of the processes and applications in the Agent Desktop domain via the Sharing is Caring sessions, team meetings,... with your team members
• You act as a backup in the Agent Desktop team

Profile

• You have strong analytical skills
• You have at least 3 years of relevant business experience
• You express yourself fluently in Dutch, French and English and can tailor your communication to the target group such as developers,end users, management, ...
• You are stress-resistant and able to divide your attention between different projects and requests to guarantee qualitative deliveries within the set period
• You are able to estimate, plan and organize your workload with the right priorities
• You have experience in an operational IT environment, flexible and customer oriented
• You are able to follow up an agile development process and adjust it where necessary.
• You have a broad knowledge of business processes and applications in general
• You are a team player, you have a positive attitude and you ensure a pleasant team atmosphere.