Contact Center Specialist (m/f/d)

Your new job in engineering
Become part of a strong team now!

We are looking for a Contact Center Specialist (m/f/d) in Oberpfaffenhofen with immediate effect

€68.000 - € 75.000 p.a. in fulltime

Benefits

• Attractive collectively agreed salary + annual bonus
• Flexible working hours in the interests of a good work-life balance
• Exciting tasks and development opportunities
• “Employees recruit employees” bonus payment
• Access to the hidden champions of the region
• Ongoing support and short communication channels
• Simple and personal application process

Tasks

• You support the CCT (Contact Center Technology) Team.
• You develop Interaction Analytics / Speech and Text Analytics – based on product capabilities (Genesys Cloud).
• You develop Intelligent Routing (based on the CAF target picture and 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.
• 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.
• Excellent communication and presentation skills, both written and verbal.
• Proficient in project management, stakeholder engagement, and cross-functional collaboration.
• Fluent in English and German.