Regional Contact Center Expert

Miele • Princeton, NJ

2d

About The Position

The Regional Contact Center Expert will oversee the contact center business processes under their expertise and dedicated markets, assuring their implementation, harmonization, and compliance across VGs and vendors. This role proportions a global approach and sharing of best practices that correspond to local needs and global strategy.

Requirements

• Harmonization of 70% of CC processes across VGs/Regions
• High quality Contact Center documentation covering the main CC processes
• Achievement of External CC quality KPIs (CSAT, FCR, QA, CA)
• Degree in Business Administration or equivalent
• 3-5 years of CC business experience
• Excellent communication skills
• Learning and research skills
• Written and documentation skills
• Organization skills and detail-oriented
• Constructive criticism spirit and open to new ideas
• Business fluent English and additional language

Responsibilities

• Deployment and rework of standard business processes in a global harmonization context
• Process mapping and documentation for knowledge base and training
• Generation and review of knowledge articles (KMS editor role)
• First level point of contact for VGs, vendors and Enablement for topics concerning CC business processes
• Execution of activities related with quality monitoring processes (guidelines, calibration, improvement actions)
• Train the Trainer activities regarding deployment of new or updated processes (VGs and vendors)
• Generation of insights and proposals for continuous improvement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees