The driving force behind an efficiently running Customer Contact and Claims Handling department: that's you as a Traffic Manager at NN Group in Arnhem. With one of our top brands OHRA, ING, SNS or NN, you ensure the optimal accessibility for our customers. You do this by monitoring the daily and weekly planning in real time and adjusting where necessary. The department serves many customers: with all labels combined, around 2.7 million annually! Traffic control is combined with analyzing parameters and providing advice to your colleagues in planning and team leaders. It's a varied and challenging role!
What you are going to do
The main objective of a Traffic Manager is to achieve the best possible accessibility for our customers within all set standards. In addition, your tasks will mainly consist of efficiently (re-)planning the activities within the different workstreams of the department, taking into account the objectives set by the organization. You do this by monitoring the daily and weekly planning in real time and adjusting where necessary. In addition, you analyze the parameters and provide advice to your colleagues in planning and team leaders.
For this role, it is important that you easily connect with colleagues, can quickly switch gears, and can think and act from a helicopter view. You are the crucial link between supply, inventory, team leaders, and employees with the goal of efficiently assisting customers.
Your main tasks and responsibilities include:
- Ad-hoc adjustments: responding to unexpected events by making adjustments to shifts, planning breaks, or deploying extra resources to ensure optimal service delivery
- Schedule changes: evaluating and processing new capacity requests for employees to ensure sufficient coverage to meet expected demand, taking into account preferences, skills, and terms of employment
- Analyzing and anticipating: analyzing data and variables to anticipate the required staffing for different channels such as phone, email, chat, and Whatsapp in the short term (up to 1 week ahead)
- Reporting and analysis: creating reports and analyses on the operation's performance. You identify trends and developments and provide advice to improve processes
- Communication: clear communication with various stakeholders, including team leaders, employees, and your WFM colleagues
What we offer you
NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:
- Salary between €2,683, and €3,832 depending on your knowledge and experience. This is based on a 36 hour workweek. It’s also possible to work 32, 38 or 40 hours per week
- 13th month and holiday allowance are paid with your monthly salary
- 27 vacation days for a 5-day working week and one Diversity Day
- A modern pension administered by BeFrank
- Plenty of training and learning opportunities
- NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometers travelled
- Allowances for setting up your home office and for internet use
Who you are
- MBO+ level of education
- Knowledge of workforce management principles, processes, and tools, including Excel
- Strong analytical skills and the ability to interpret data to anticipate short-term needs
- Excellent communication skills, both verbally and in writing and you currently reside in the Netherlands
- Resilience and the ability to work under pressure in a fast-changing environment
Who you will work with
Team Data, WFM & Change. That's your home base! The team consists of a total of 18 colleagues. The specific brand you will work for will be determined based on what suits you best. In the future, you and your colleagues will even be deployed for all brands! You will also work closely with our 4 data analysts, who will assist you in making analyses and dashboards. You will see your WFM colleagues 2 days a week in the office. The rest of the days, you can work from home. We are all very committed to our work and enjoy helping each other. During office lunches, we update each other on work, or simply have a pleasant chat about other things that interest us.
Any questions?
If you have any questions about the job, you can reach out via email to Hilde Diemel, Talent Acquisition Specialist via [email protected]
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What We Do
NN Group is an international financial services company, active in 11 countries, with a strong presence in a number of European countries and Japan. Our roots lie in the Netherlands, with a rich history of more than 175 years.
With our 16,000 employees, NN Group provides retirement services, pensions, insurance, banking and investments to approximately 19 million customers. NN Group includes Nationale-Nederlanden, NN, ABN AMRO Insurance, Movir, AZL, BeFrank, OHRA and Woonnu.
NN Group opened for trading on 2 July 2014 on Euronext Amsterdam under the symbol ‘NN’ after its initial public offering (IPO).
For more than 175 years, our company has merged, grown and changed, but the core of who we are has remained the same. At NN Group, we put our resources, expertise, and networks to use for the well-being of our customers, the advancement of our communities, the preservation of our planet, and for the promotion of a stable, inclusive, and sustainable economy.
Our purpose is to help people care for what matters most to them. Because what matters to them matters to us.
