Planning and Metrics Coordinator – Customer Service

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🕒 June 26

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ASSAI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🤝 Non-profit

🔬 Science

📚 Education

Non-profit • Science • Education

ASSAI is an association that fosters scientific exchange and collaboration between Austria and Italy. It builds bridges between the two countries' scientific communities to promote knowledge sharing, transnational and cross-sector cooperation in research and innovation, and serves as a meeting point for researchers, institutions, and stakeholders interested in bilateral collaboration. ASSAI organizes events, dialogues, and assemblies to facilitate networking and joint initiatives in science and innovation.

📋 Description

• Lead the Planning and Metrics team, fostering development, engagement and high performance; • Structure, monitor and optimize operational and strategic customer service metrics; • Build and maintain the area’s operational map, ensuring visibility of processes, workflows and results; • Monitor performance, productivity, quality, NPS, monitoring activities and customer experience metrics; • Analyze customer behavior trends, campaigns, seasonality and their impacts on operations; • Prepare diagnostics and generate insights to support leadership decision-making; • Develop and present monthly executive reports for management and the executive board; • Lead continuous improvement, innovation and process optimization initiatives; • Assess financial impacts, operational costs and opportunities for cost reduction; • Ensure budgetary compliance and efficient use of the area’s resources; • Conduct analyses of the customer journey across all service channels; • Work in an integrated manner with business areas, operations and customer service, promoting alignment and operational efficiency; • Support management in handling strategic, sensitive and complex topics; • Participate in the evaluation of new products, services and initiatives, presenting impact studies to the relevant areas.

🎯 Requirements

• Solid experience in Planning, Metrics, Performance or Customer Service Operations; • Minimum of 3 years’ experience in people management; • Experience building and presenting executive-level metrics; • Experience working in data-driven and continuous improvement environments; • Experience monitoring customer service and customer experience metrics; • Experience analyzing results from digital channels and social media; • Knowledge of operational planning and performance management. • **Preferred/Additional Qualifications** • Experience in the retail sector; • Knowledge of benchmarking and competitor analysis; • Experience with customer service platforms; • Knowledge of the Genesys platform; • Experience with Artificial Intelligence applied to customer experience, service or operations. • **Technical Competencies** • Advanced Excel; • Creation of dashboards and management reports; • KPIs and performance metrics; • Executive presentations; • Operational planning; • Budget management; • PowerPoint; • Power BI (desirable); • Data analysis and insight generation.

🏖️ Benefits

• Health and Dental Insurance • Assaí shopping voucher • On-site meals • Extended maternity leave • Transportation voucher • Partnerships with Wellhub and TotalPass gyms • Career progression plan • Profit-sharing (PLR) • Assaí University offering online courses covering all roles • Assaí Career Management Program for employees • Internal Selection Process allowing employees to move to other roles and/or areas within Assaí