Communi-K, a consortium comprising of Serco and Tipik Communication Agency, is pleased to offer a Reporting Manager position in central Brussels for a multi-lingual information centre.
EDCC – Europe Direct Contact Centre – is a general information service provided by the European Commission, the executive body of the European Union.
The EDCC’s main task is to answer questions from citizens and businesses on the European Union's activities and policies via telephone, email and other channels.
Communi-K provides coverage in all 24 official EU languages.
Role Responsibility
The key person does:
- Reporting activities
- Daily and monthly review of sample enquiries
- Monthly reporting
- Trend analysis and forecasting
- Benchmarking and daily sampling
- Ad-hoc reporting
- Service capacity reporting
- Support to the Project Manager in capacity management
Successful Candidate
KEY SKILLS
- University studies of at least 3 years certified by diploma.
- English, with an additional EU language essential.
- Good knowledge of EU institutions, activities and programmes is an advantage.
IT SKILLS:
- Proven experience in treatment of complex data and use of IT tools to extract, analyse and present data
- Proven experience in using online IT ticketing systems (JIRA, EasyVista etc.)
- Experience in using CRM tools
- Advanced knowledge of MS Excel (comfortable in working with functions such as VLOOKUP, FORECAST, CONCATENATE as well as PivotTables)
- Experience working with mind mapping software a plus
- Basic understanding of custom IVR systems
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Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Applicants are reminded that they will be requested to produce such documentation during the recruitment process.
Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.
For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.
Data Protection:
When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.
You may submit a written request revoking your consent to this agreement at any time.
About the Company
Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 50,000 employees worldwide.
Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.
What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.
Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.
If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you.
