Business Analyst/Customer Service Center

• You will ensure and own CSC service standards, its optimization and adaptation to business, market and customers' needs
• You will manage service quality and efficiency monitoring process, including used technologies, tools, researches and analysis
• You will ensure process and tools for delivery and improvement of knowledge and skills in the area of technology, business changes, quality and efficiency of service and its execution
• You will supervise maintenance, effective configuration and running of the technology in terms of quality and improvement management in CSC, actively collaborating with technology supplier
• You will design KPIs, reports and analysis referring operational excellent area for all local and Group purposes
• You will challenge status quo, identify gaps, rise improvement ideas and implement changes refer knowledge, skills, processes, technology and service tools in order to improve customer experience and ensure operational
• You will participate in local and Group projects and initiatives to ensure its consistency, adequacy and accurate adoption to CSC environment
• You will collaborate closely with CSC managers, strategic and functional business units, Group colleagues in order to ensure objectives delivery
• You will constantly track and implement the best market practices and emerging trends in the contact centre industry
• You will ensure compliance of CSC’s activities with formal and legal standards and internal regulations

• In-depth working knowledge and market trends of contact centre/call center, CX and UX
• Educated to a degree level
• Communicative English language skills (written and spoken)
• Processes and tools of ensuring service quality and efficiency and its improvement – monitoring, researches, analysis – and its improvement
• Effective allocation of resources in subordinate operational areas, resources in the area of Customer quality and operational improvement
• Change management
• Managing flow of information, systems and resources in subordinate teams
• Managing budgets
• Managing resources, i.e. employees / tasks / time etc.
• Understanding customer needs and being able to resist pressure or influence from stakeholders
• Excellent communication skills, including ensuring that everyone in the team knows how their role contributes to the strategy of the entire team
• Influencing and negotiating with key colleagues and partners from other departments
• Outstanding analytical, problem-solving and decision-making skills
• Thinking creatively and translating ideas into workable plans and tactics
• 4 years in a contact centre/customer service, with at least 3 years proven in contact centre operational excellence area
• Experience of working in a Customer Contact Centre - experience of working in multi-skilled, multi- brand business is desirable
• Quality assurance
• Project management
• Identifying and solving current problems
• Providing operational excellence consultancy for other markets in the Group

• Meaningful Work – Contribute to shaping a sustainable future and making a real difference
• Professional Growth – Join a dynamic team dedicated to continuous learning and development, with opportunities to lead and innovate
• Inclusive Culture – Be part of a diverse and inclusive work environment that values and respects every team member
• Home office 3 times a week
• Car compensation
• Performance based annual bonus
• Cafeteria, life- and health insurance
• Mobile and all the equipment you need to work with
• Professional, modern work environment.

Tredis Consulting