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Partnerünk a Jooble.

Process Design Excellence Analyst (afternoon shift)

Our multinational Client is expanding its operation in Szeged and looking for a new colleague to join its team. They have changed their recruitment process so that they have moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual onboarding, to make sure that thay maintain candidate and employee safety. 



Main responsibilities:
  • Improve user and customer experience
  • Ensure service level goals and objectives are met
  • Support the US knowledge transfer
  • Enhance the overall WFM (Workforce Management), CQM (Customer Quality Management) and Customer Surveys strategies both locally and globally
  • WFM tasks: 
    • Call forecasting
    • Staff scheduling
    • Resource capacity management
    • Reviewing employee workloads and capacity
    • Predict future workload and call volumes
  • CQM tasks: 
    • First point of contact for CQM queries
    • Monitoring conformance to rules and requirements
    • ensuring adherence with recording/storage rules
  • Surveys (Voice of customer): 
    • Managing change requests to the surveys or process (e.g. adding new question and raising new requirements)




Required skills:
  • Minimum of 3 years’ experience in managing WFM, QCM and/or customer surveys in a Service Centre environment 
  • Experience in using service centre technologies:  WFM tools (e.g. Genesys); CQM tools (e.g. Zoom) Customer Survey tools (e.g. Qualtrics, Medallia)
  • Minimum of 2 years demonstrated ability to think strategically and develop innovative solutions to complex problems
  • Minimum of 2 years’ experience within a multi-discipline Customer Service environment
  • Excellent English skills
  • Work in afternoon shifts



Advantages:
  • Experience using CRM systems (e.g. Siebel, Salesforce, telephony, WFM, CQM etc)




What our partner can offer to you:
  • Chill-out and collaboration spaces in a stylish office environment
  • Learning opportunities, other development opportunities to craft your career path
  • Different bonus opportunities based on performance, wide range of cafeteria elements
  • Life & health insurance, medical care package
  • Company laptop
  • Phone for private usage