Chargé de pilotage & performance CRC (F/H)
Core
Operational performance manager for a call center, focusing on real-time flow balancing, data analysis, and tool automation to ensure service quality.
Role type
Senior operational analyst / performance manager
Builds
Real-time flow balancing plans, KPI dashboards, and automated reporting tools
Domain
Utilities / Water services / Customer service operations
Deliverable
dashboards & analysis
Required skills
Data analysis, KPI definition, Excel (advanced), Power Query, Project planning, Stakeholder reporting
Preferred skills
VBA, SQL, Python, Call center experience
Responsibilities
Monitor and balance real-time activity flows, analyze performance data to identify root causes, build and maintain KPI dashboards, automate data collection and reporting processes, plan team resources based on workload variations
Seniority
Mid-level, hands-on IC
