Knowledge & Reporting Manager
Communi-K, a consortium comprising of Serco and Tipik Communication Agency, is pleased to offer a range of positions for multi-lingual
professionals based in central Brussels.
LOCATION
Central Brussels;
EDCC – Europe Direct Contact Centre - a general information service provided by the European Commission, the executive body of the
European Union responsible for proposing legislation, implementing decisions, upholding the EU treaties and managing the day-to-day
business of the EU. DG Comm is the directorate responsible for all external communications. The requirement is to provide services for the
operation of the Europe Direct contact Centre.
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 will provide coverage in all 24 official EU languages.
SUMMARY
The Knowledge & Reporting Manager will deliver management information to strengthen management decisions with regard to
performance, evolution and change to the service provision, as well as in support of contract commercial management.
Service reporting and assessment; knowledge aggregation; trend analysis and forecasting; benchmarking and daily sampling.
Support to the Project Manager in capacity management.
Will act as deputy to the Project Manager.
RESPONSIBILITIES
Knowledge & Reporting Manager supports the reporting and knowledge management activities.
Tasks will include:
Reporting Activities
Daily and Monthly review of sample enquiries.
Monthly Reporting
Trend review (daily)
Ad-hoc reporting
Service Capacity Reporting
Knowledge Management Activities (working with the Trainer and Supervisors).
Review of 2nd Level Escalations
Content Editorial
Campaign Content Preparation / Training Preparation Support/Coaching Material Support
Information Refresh management
Additional tasks.
Deputise in the absence of the Project Manager.
KEY SKILLS
University Diploma, Master (5 years)
English, French or German with an additional EU language essential.
The working language of EDCC is English, proficiency is required to a good working level.
Managerial experience of minimum 5 years (of which 2 within a Call Centre environment)
Proven experience in treatment of complex data and use of IT tools to extract, analyse and present data
Good knowledge of EU institutions, activities and programmes is an advantage.
SALARY
Negotiable depending on experience.
LANGUAGES TO BE COVERED throughout the entire team:
English
French
German
Italian
Dutch
Portuguese
Greek
Polish
Romanian
Bulgarian
Czech
Hungarian
Finnish
Slovak
Slovene
Danish
Latvian
Estonian
Maltese
Irish
Spanish
Swedish
Croatian
Lithuanian