Regional Contact Center Expert

Regional Contact Center Expert page is loaded## Regional Contact Center Expertremote type: Hybridlocations: Princetontime type: Vollzeitposted on: Heute ausgeschriebenjob requisition id: R2836The 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.**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**What we're looking for*** 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* 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 #J-18808-Ljbffr