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Partnerünk a Jooble.

Process Design Excellence Senior 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:
  • Leading specific SCT (Workforce Management (WFM), Call Quality Management (CQM) and Customer Survey) related activities
  • Co-ordinate the implementation of the WFM, CQM and Customer Survey strategies
  • Co-ordinate and participate in in user and task analysis to understand the community’s perspectives and gather requirements
  • Implement the strategy, ensuring understanding of and alignment with industry best practice
  • Ensure the operational processes are delivered across all geographies
  • Carry out monitoring and compliance activities
  • Support the CRM SCT process design lead in contributing to transformation, standardization and simplification changes and initiatives regarding WFM, CQM and Customer Surveys
  • First point of escalation for the SU community for issues relating to WFM, CQM and Customer Surveys 

Required skills:
  • At least 4-5 years’ experience working in a Service Centre environment 
  • Educated to degree standard or equivalent 
  • Experience in managing WFM, CQM and Customer Survey activities 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)

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