Contact Center Specialist (m/f/d)
Responsibilities
- You support the BMW CCT (Contact Center Technology) Team.
- You develop Interaction Analytics / Speech and Text Analytics for BMW markets – based on the BMW Group CCT product capabilities (Genesys Cloud).
- You develop Intelligent Routing (based on the CAF target picture and BMW Group Interaction Channel Strategy) for the specific market considering current IVR structures and CAF project objectives (e.g. setup of intents and phrases).
- You collaborate closely with our international markets and the respective CCT-FG-Function (FG-8x).
- You collaborate closely with market business functions as well as market and central data protection functions and coordinate needed approvals from local and central functions (e.g. DPPO).
- You support the CCT business team in market coordination for CCT migration topics, (e.g. support tracking of open items from markets, coordinate and support market testing).
Profile
- Studies in business administration, business analytics, computer science or related subjects.
- At least 5 years of working experience in the customer related area and/or business analytics.
- Strong analytical and problem-solving skills with the ability to interpret data and draw insights.
- High degree of self-organization and an implementation/impact-driven mindset.
- Curiosity and ability to self-learn.
- Mindset that appreciates the exposure to new technological trends, ability to work on the interface of business and technology.Ability to closely work with markets, ideally proven track record in market coordination/ cooperation role.
- Ability to closely work with markets, ideally proven track record in market coordination/ cooperation role.
- Excellent communication and presentation skills, both written and verbal.
- Proficient in project management, stakeholder engagement, and cross-functional collaboration.
- Fluent in English and German.
Benefits
- Varied activities in a renowned company
- Annual vacation entitlement of 30 days
- Annual employee events
- Support from our team in the ongoing project
- Dynamic and innovative market environment
About Hays
Our many years of recruitment experience and our expert knowledge of the engineering job market make us a strong partner for engineers and technicians. We maintain close relationships with customers across all industries and therefore can provide engineering specialists with exciting projects and attractive job opportunities, drawing on your personal interests and experience. As your professional companion, we support you throughout the entire process, from the first contact to the first day on your new job – all this completely free of charge. Register now and look forward to many interesting and suitable positions and projects.
Staffing process for a permanent or temporary position
- Analysis of qualifications
- Telephone or personal interview
- Contact with customers
- Contract with Hays
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1. Analysis of qualifications
We will review your application documents and carry out a detailed analysis of your professional qualification.
Contact at Hays
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