Regional Contact Center Expert

Miele•Princeton, NJ

6d•Remote

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, proportionating a global approach and sharing of best practices that correspond to the 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

Nice To Haves

Expected international travel 4-5 months out of the year

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