Contact Center Specialist
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Description
- 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.