Contact Center Expert

What your job will look like …

• Contact Centre Performance Management
  • You follow-up on the performance, quality, KPI’s, taking corrective action where needed, and report back to management accordingly.
  • You drive weekly calls with stakeholders to discuss performance and improvement areas
  • You communicate events that could impact the service delivery of the contact centres and monitor the impact
  • You manage any system issues impacting the day 2 day service delivery
  • You link up with internal stakeholders on quality of execution, implementation of new policies or processes
• Escalation management
  • You monitor the expenditure of goodwill for escalations, flag exceptions or learnings, and report back to management accordingly.
  • You monitor escalations from quantitative and isolated case perspective and ensure proper and timely handling
  • You drive weekly calls to discuss complaint and call drivers, together with Engineers and other internal stakeholders, to agree on the best course of action
  • You propose changes in the handling of cases to avoid escalations and quantify impact of change in both customer satisfaction and cost
  • You work closely together with stakeholders in the IT, engineering and service field to advocate for changes and priorities
  • You keep in touch with in local country service teams as to consumer law (changes) and their impact on the running operation

In essence … you will take part in the overall contact centre management with a key focus on escalation reduction. You represent the contact centre’s voice in the SONY organisation and express their needs.

You will contribute to

• an organisation focused on detailed and qualitative customer care
• contact centres efficiently processing the contacts and respecting the agreed key performance indicators
• contact centre escalation teams having all the knowledge at hand to minimize complaints and associated goodwill expenditure

What we are looking for…

• You are a great communicator, and can explain complex things in a simple and step-by-step manner
• Experience with co-ordinating contact centre activities is a strong asset
• You feel comfortable working with outsourced partners and likes to create partnerships across a variety of cultures
• You are a coach, who can inspire people to deliver the absolute best
• You are factual, persistent, and pay close attention to details
• You have a positive drive, enthusiasm and a passion for customer care
• You are consumer minded
• You are an assertive team-player
• You are comfortable working towards deadlines
• You are a problem solver and approach stuff hands-on
• You understand the importance of governance, working with non-disclosures and embargo’s
• You are in touch with the latest trends in technology. You assimilate new trends easily
• You are proficient in written English, knowledge of any other EU language is an asset
• You are at ease with numbers, have an open mind, like to innovate
• You are proficient in MS Office
• You are willing to operate in a multi-cultural environment which is in constant change. You can re-invent yourself while you help re-inventing the way we conduct business day by day.

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