Process Design Subject Matter Expert
Akkodis is a global digital engineering consulting company that enables organizations to innovate and accelerate by applying technology to redefine how processes and products are developed, powered and optimized. With deep expertise across AI, data, cloud, edge and software engineering, we combine technology and talent to deliver end-to-end solutions, from strategy and consulting to talent development and implementation. With more than 20 years of experience in Bulgaria, our experts deliver technology solutions in the IT, Software, Cloud, and Digital fields. Our people are the foundation of our success. That’s why we champion a company culture where talent is celebrated, and diversity is embraced. Now, we are looking for more talents to join us in our mission to engineer a Smarter Future Together.
About the role:
The role is assigned to strategic business areas to provide specific expertise to the organization. This function is key to delivering outstanding Customer Satisfaction, driving standardization of processes and procedures whilst improving efficiencies for our client. It would be responsible for forming strong relationships with key stakeholders, to meet business objectives, they will be confident enough to challenge and improve Key Performance Indicators (KPI’s) to deliver exceptional Customer Satisfaction. For the Process Author / SME service, is required to be involved in the design and creation of processes with the objective to increase customer satisfaction through promotion of self-help, leading to CARE call deflection.
Responsibilities:
- Prepare Business Case information in support of Customer Care development of process and/or tools of the Confidential CUSTOMER CARE 25
- Development and implementation of new processes and tools, in conjunction with Workforce Management, Quality and Training teams, and other internal STLA departments as required
- Liaise with the Operations team to identify and assist in the execution of approved business strategies based on service excellence
- Continually review and monitor existing processes to ensure they help agents perform as expected
- Continuously look for opportunities to improve Customer Care processes to reduce customer effort and contact volumes as well as opportunities to improve operational productivity
- Benchmark Customer Care processes against “Best in Class”, analyze gaps and incorporate improvements into existing processes in cooperation with other PSA departments
- Participate in Training and Quality reviews to offer support on Processes.
- Maintain all Processes within the Knowledge Management tool.
- Maintain process documentation within the Process tool.
- Builds strong relationship with key stakeholders on subject to improve process and identify efficiencies and standardization across regions
- Develop and maintain reports on the constructed and modified processes
- Work with Reporting team to develop key reporting in subject
Requirements:
- Excellent written and verbal communication skills in English (C1) and additional foreign language will be an advantage.
- Ability to use English during multi-national meetings, for systems, performance evaluation and training purposes
- Experience in business process development and matrix management
- Demonstrated capabilities to manage projects, drive business results and influence interfacing units.
- Ability to prioritize and balance your own workload.
- Broad knowledge of Customer Service business strategies and tactics
- Ability to apply advanced analytical capabilities where problems are unusual, difficult, conflicting and require multidimensional consequence analysis
- Ability to establish strong business relationships with internal partners, dealers and customers (including brands, legal, quality and field engineering).
- Excellent computer literacy – Including Microsoft Office packages and web browsers.
- Ideally previous experience in using contact center systems and tools.
- Automotive industry experience preferred.
What we offer:
- Performance-based bonuses
- Referral bonus program
- 24 days annual paid leave
- Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses and more)
- Free Psychological Counselling via phone and on the spot
- Newborn or newly adopted child bonus
- Food vouchers – 76.69 EUR/month (150 BGN)
- Upskilling & reskilling training programs and e-learning hub
- Diverse career growth opportunities
- Recognition awards
- Sports cards (partially covered by the employer) and company sports initiatives
- Special company discounts
- Various social and charity initiatives