Regional Contact Center Expert
External
Miele · Princeton$60K–$70K/yrFull-timeOn-siteToday
ComplianceDocumentation
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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
- VGs in scope: US, GB, CAN, AUS, NZ
- Vendor in scope: TP Philippines
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)
- Education: Degree in Business Administration or equivalent
- 3-5 years of CC business experience
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Company Intel
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