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Contact Center Process Specialist
Job Code Number
7453935
Job Description
Contact Center Process Specialist Position Includes:
Healthcare (Medical, Dental, Vision) - Competitive Hourly Rate - PTO/Vacation Time - Paid Holidays - Direct Deposit - 401K plan - Overtime Eligible
Contact Center Process Specialist Description:
The Contact Center Process Specialist will define and document the desired customer experience through the Contact Center delivery channel. This candidate will create the processes and procedures specific to connected services features and products. This is a highly collaborative role that will work hand in hand with product line managers, feature owners, IT as well as contact center teams and will play a vital role in ensuring the best possible customer experience delivery.
The Contact Center Process Specialist responsibilities include but not limited to:
- Collaborate with Product Line Managers, Feature Owners, Development, IT, Operations and Contact Center teams to ensure alignment on expected customer experience.
- Develop the functional objectives and Contact Center processes and Procedures (P&Ps) that deliver the desired feature experience through the contact center service delivery channel.
- Participate in feature functional reviews throughout the requirements development phase to understand the customer needs and business objectives, while providing expert feedback related to Contact Center capabilities and best practices in delivering services through live agents.
- Ensure feature definitions provide robust customer experiences in the Contact Center agent channel and provide flexibility to support multiple regions.
- Work with feature owners and other customer channel owners (e.g., mobile app, web portal) to ensure feature delivery provides a consistent cross-channel experience.
- Translate feature requirements into agent as well as contact center P&Ps and application/telephony requirements required to successfully deliver features through agents.
- Prepare and represent contact center service delivery standards and guidelines to feature owners to build a working knowledge of agent capabilities allowing for better future feature requirements development.
- Monitor and communicate in market feature performance in contact centers working with the Service Quality and Feature Owner teams to drive continuous improvement.
- Understand feature priorities and schedules to prioritize work of downstream teams (i.e., contact center operations and IT) in support of planned feature launch dates.
- Consult with legal and privacy office to understand Contact Center security and privacy protection protocols and policies and collaborate with feature owners on user experience requirements.
- Document core differences in P&P’s for each market within the region in light of direction from legal and privacy office.
Contact Center Process Specialist Requirements:
- Bachelor’s degree in Business, Communications, Marketing or other relevant field.
- Minimum 5 years of Contact Center Experience.
- Minimum 2 years of experience as Process Specialist for a Contact Center.
- Demonstrated ability to understand technical information and communicate it concisely and clearly in the form of easily understandable text, scripts and illustrations.
- Outstanding writing, editing, critical reasoning, interpersonal and communication skills
- Exceptional organizational skills with ability to multi-task and successfully meet established goals and deadlines in a fast paced environment.
- Proficient in MS-Office Suite, Google Suite, Adobe, Vizio and other tools to create illustrations and edit pictures.
Preferred Requirements:
- Master’s Degree in Business, Communications, Marketing or other relevant field.
- Experience working at an automotive OEM Telematics Contact Center as Process Specialist.
- Working knowledge of Telematics and Connectivity related technologies and features including Bluetooth, Apple CarPlay/Android Auto, In-Vehicle Wi-Fi, Amazon Alexa, Google Home, Mobile App and Remote Services and other emerging connected services features.
20-00650
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