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Contact Center Global Delivery Lead/Focal

Régió: Budapest

PBS International Kft.
Hozzáadva: 2018.01.22.
Hirdetés azonosító: 1019199

 Contact Center Global Delivery Lead/Focal

Country:    Hungary (+36) • Budapest

Description of position:    The Contact Center Global Delivery Lead/Focal leads the global contact center process and projects, services as the global client focal, and provides oversight of the operational contact center work within each of the delivery centers.

Duties:    Duties:

• Global lead and focal to the client

• Leads Contact Center process responsibilities • weekly volume reporting, preparation of overviews/dashboards

• Leads/Supports the implementation of process / transformation strategy • as per implementation plans

• Drive process standardization and best practices implementation across the regions and processes

• Follow up, monitor, track process improvement opportunities

• Monitor TVC and ABC metrics trending analysis and recommend actions

• Provide transition support

• Support Continuous Improvement and implement improvement initiatives across the domain.

Requirements, skills:    Requirements:

• Bachelor's Degree

• English: fluent

• Minimum 5 years work experience in service delivery with experience in multinational company in a multi-cultural setting

• Working knowledge on CC processes including principles, policies across EMEA region

• Computer literate and high proficiency in Microsoft Office applications such as Word, Excel & PowerPoint

• Project Management skills


• Studies in Psychology, Human Resources, Business, Communications, Information Technology or System or related field

• Strong thinking and problem solving skills

• Excellent priority setting and time management skills

• Ability to maintain composure under pressure

Known languages:    Fluent English knowledge

Short company info:    Our client is a shared service center based in Budapest. The company is committed to creating a supportive, flexible work environment that gives employees more flexibility and control over their work as an important means to achieve greater work/life balance and enhanced productivity.

What our client offers:

•A multicultural, dynamic and positive team environment

•Continuous development opportunities

•Varied tasks, job roles and possibility to participate in local or international projects

•An attractive working environment

Additional info:    By submitting an application form or sending your curriculum vitae electronically, you will be giving the employees of PBS International Ltd. the approval and acknowledgement to access, handle and record the personal details you have submitted for application and registration processing. During the course of your application and in the future event that a prospective party expresses professional interest in you, we will only forward your details onto our clients upon your exclusive and prior approval.

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