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Key areas:
, supports standardizations processes.
Transformational Projects, Process maintenance, Training & Audit
Leads process clarification, standardization, automation and improvements
Acts as escalation point on complex cases
Supports the tier meetings to monitor progress across multi-functional areas
Reports out to CX Manager/Director and acts as a back-up for SV
Agents calls and cases evaluations
Daily monitoring of performance and taking real time corrective actions to meet KPI's
Monitors and intervenes for timely assignment of tasks in order to ensure processing based on agreed SLA
Fulfillment of the annual projects, according to the established performance level/SLA
HOS and Continuous improvement
Implements, applies, improve, drive HOS methodology, quality standards and process compliance in day to day activities Supports Supervisor/Manager in: monitoring results, identifies issues and creates/executes plans to address issues
Runs improvement projects and actively implements Agile methodology.
Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
eads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.
Communication and reporting
Utilises LSW daily and revises its content on a quarterly basis
Participates in all the meetings which are necessary for this position (daily Tier meetings level 1,2 and/or weekly/monthly meetings, etc.)
Transition/daily support
Getting familiar with existing documentation and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks.
Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.
Supports SAP, Salesforce, InContact and any other necessary system implementation and use
Builds professional relationship with the counterparts and related functions.
FSL, FSS, techniciens, project managers, sales representatives and sales leaders
Key skills and qualifications:
Bachelor’s degree (or equivalent experience)
Business fluent in written and spoken French is a big advantage
5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience
Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
Six Sigma Certificate or other project management certificates is a plus
Process documentation skills
Operational knowledge of SharePoint based tools,
High level of people management skills
Excellent written and spoken communication skills (f2f, phone, E-mail)
Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
Demonstrated solution-oriented, pro-active “can do” attitude, willingness, and ability to work under own initiative and time pressure, effective decision maker
Self-motivated with assertive communication skills, positive and result oriented attitude – taking ownership of tasks assigned
Project mgmt. experience/knowledge represent a plus
Our offer:
A culture that fosters inclusion, diversity and innovation
Career growth opportunities
International work environment
Packet of benefits (monthly bonus, Multisport Card, Medical Insurance)
Flexible working hours
Additional Information
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