Contact Center Specialist

• Manage end-to-end service and spare parts order processing.

• Coordinate customer returns and monitor return status.

• Monitor order fulfillment and communicate risks proactively.

• Identify, analyze, and escalate operational issues.

• Collaborate with cross-functional teams to enhance service performance.

• Serve as SME and Key User for Contact Center processes.

• Support global process reviews and standardization initiatives.

• Prepare KPI reports and operational performance analysis.

• Ensure compliance with internal controls, policies, and audit requirements.

• Drive process improvement, automation, and digital transformation initiatives.

• Provide user support, process guidance, and team training.

• Support UAT, system enhancements, and change management activities.

• Perform additional duties and special projects as assigned.