Pour postuler à cette offre, l'envoi du CV et d'une lettre de motivation est obligatoire.
APPLICATION ASSISTANCE EXPERT - 12 MONTH CDD
Location
France
Posted
1 day ago
Salary
0
Seniority
Mid Level
Job Description
APPLICATION ASSISTANCE EXPERT - 12 MONTH CDD
Agence de service et de paiement
Role Description Sous la responsabilité du Chef du Service Conseil, le/la titulaire du poste pilote l’assistance usagers (AU) pour tout le territoire français. Il a en charge l’hypervision nationale des Assistance Usagers, il assiste l’équipe AU pour tous les travaux autour de la Relation Usager. - Assurer l’hypervision des Assistances Usagers : - Participer à l’évaluation de la volumétrie d’appels à traiter sur les différentes Assistances Usagers (AU) en tenant compte de la saisonnalité et de l’antériorité. - Établir les plannings nationaux mensuels répartissant le nombre de positions à prévoir par DR. - Ajuster en temps réel le nombre de positions, selon les pics ou creux d’activité, et le niveau de taux de décroché. - Jouer le rôle de régulateur d’activité entre les ressources internes et externes (prestataire). - Utiliser et maîtriser l’outil de planification, les outils de pilotage de l’AU (téléphonie, ticketing), l’outil de GRU (Gestion de la Relation Usager) et l’outil de pilotage de l’activité et des effectifs interne à l’ASP (PILACT). - Participer aux tâches administratives. - Échanger avec la communauté de travail autour de l’AU : - Assister les utilisateurs des outils d’AU. - Participer à la mise à jour des documentations d’AU. - Assister l’équipe AU dans la préparation des supports de présentation pour les groupes de travail et pour les comités de pilotage. - Participer : - Aux échanges avec le réseau des Experts RU. - Aux travaux d’assistance à maîtrise d’ouvrage des outils (Kiamo, SVI, numéros intelligents, etc.). - Aux traitements des incidents techniques liés aux outils d’Assistance Usagers. - Aux divers comités (participation, aide à la préparation des supports et à la rédaction des comptes rendus). - À l’hypervision des différents outils RU. - Aux habilitations et revue d’habilitation. - À la supervision de la GRU. Qualifications - Système d’information de l’ASP. - Connaissance des outils de la Relation Usager. - Maîtrise des outils bureautiques. Requirements - Communiquer. - Organiser une activité. - Travail en équipe. - Capacité d’initiative. Benefits - Sens de l’organisation et du raisonnement critique. - Autonomie, adaptabilité et réactivité. - Sens des relations humaines. - Sens de l’innovation. Niveau d'études minimum requis - Niveau 4 Baccalauréat. Éléments de candidature Pour postuler à cette offre, l'envoi du CV et d'une lettre de motivation est obligatoire. Personnes à contacter - job.9npfk.agencedeservicesetdepaiement@recruitee-email.com - marie-helene.lelasseux@asp.gouv.fr
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