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Collins McNicholas

The Role:

Working in one of the Midlands leading Multi-National organisations you be responsible for all reporting of metrics on a weekly, monthly and quarterly basis for the EMEA Customer Service department. 

Key Responsibilities:

  • Define, track and report on key customer service metrics on a daily / weekly / monthly basis e.g. order activity, call statistics, query management, absenteeism etc
  • Deliver in depth analysis on service performance and drivers.
  • Employ business analysis techniques to identify improvement areas.
  • Build/design dashboards to enable ongoing monitoring of service levels.
  • Preparation of presentations material for the leadership team on items such as call volume, order accuracy etc.
  • Analysis of time invested in training and recruitment activity.
  • Respond to requests for data and analysis relating to customer service.
  • Monitoring and supporting data quality and control.
  • Complete monthly expense reports at the request of the Senior Customer Service Manager
  • Ad Hoc reports as requested by the Senior Customer Service Manager.

Required experience and skills:

  • Business or Finance related degree.
  • High level of accuracy and attention to detail.
  • Strong IT skills; knowledge of Microsoft Office tools, with particular emphasis on excel knowledge of SAP would be an advantage.
  • Ability to work effectively towards strict deadlines.
  • Accuracy and attention to detail are paramount
  • Ability to work in a fast changing multinational environment.
  • Ability to work effectively towards strict deadlines.

For a confidential discussion and more information on the role, please contact Eoghan Dalton on 090 64 78104 or email eoghan.dalton@collinsmcnicholas.ie

For more information on our Recruitment and HR Services and to see a full list of our available jobs across Ireland, please visit our website www.collinsmcnicholas.ie

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