Operations Support Specialist

3 months ago

Liverpool, United Kingdom Bosch Group Full time

Company Description

Do you want to influence the future of service and shape customer experience for some of the world’s leading brands? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the UK and across the globe. Welcome to Bosch. For more than 30 years, Bosch Service Solutions (SO) offers global innovative services in more than 30 languages with over 10,000 associates across 26 locations. Bosch Service Solutions has evolved over the past few decades into a successful international provider of Business Process Outsourcing.

To achieve the ambitious objectives of our growing site in Liverpool we are looking for an experienced Operations Support Specialist.
The Operations Support Specialist will work as part of the operational team providing contact centre process design and implementation, strategic
direction, operational delivery and governance for a key automative business.

**Job Description**:

- Own and manage the contact centre workstream framework, ensuring it is current, accurate and documents workstream functions and KPIs
- Design, write and maintain all contact centre processes as agreed with the client and campaign team
- Work with multiple client and Bosch Stakeholders to design, develop and implement central and regional campaigns driving promotional
activity
- Own the Continuous Improvement Process for the campaign, documenting, measuring and driving different improvement activities to
enhance the client customer experience
- Manage compliance within the campaign in accordance with all compliance requirements and regulations, along with any improvements
required
- Contribute to the delivery of the strategic plan as directed by the Operations Manager and client
- Contribute to the weekly, monthly and quarterly client reporting as part of the regular client review process
- Contribute to the achievement of the contact centre performance indicator

**Qualifications**:

- Significant previous experience working in a contact centre environment within an operational management role such as a Team Leader or Manager
- Significant previous experience working in a client facing role
- Knowledge and understanding of customer processes, contact centre processes and contact centre technologies
- Experience of working in an outsourced contact centre environment is desirable
- Previous experience of designing new customer processes or improving existing processes
- Ability to plan, prioritise tasks and meet deadlines
- Able to analyse data, draw appropriate conclusions and drive actions for improvement
- Previous experience working towards contact centre key performance indicators
- Ability to build appropriate relationships with client team members, excellent written and verbal communication skills
- Excellent Microsoft powerpoint and excel skills
- Self-motivated and driven to succeed

Additional Information
**Your future job location offers you**:Flexible work time options, benefits and services, employee discounts, room for creativity, hybrid of home
- based and city centre office based working location.

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