Contact Center Operations Specialist
3 semanas atrás
At DuPont, we're committed to delivering innovative solutions that drive meaningful impact. As a Contact Center Operations Specialist, you'll play a vital role in supporting our customer-facing operations and contributing to the company's success.
About the Role:
The Global DuPont Contact Center Associate provides expertise in support of our contact center processes, including metrics, training, root cause investigation, work process documentation, quality assurance, and improvement initiatives. This role requires above-average work process and systems skills and knowledge, with a focus on applying these skills to solve issues, identify improvements, and establish best practices.
Your Key Responsibilities:
- Implement, review, and report work process and system improvements against metric performance
- Provide input to proposed or needed system or telephony configuration changes to meet business needs
- Test application enhancements and new releases on technology
- Implement new processes, systems, and programs
- Identify and correct gaps in application or work process documentation
- Support agents regarding work process issues or questions
- Partner with Team Leaders to drive overall operational excellence
- Participate in local and global work process, functional, and business forums to share and/or solicit best practices for leveraging
- Review and obtain proper approvals on business work process deviations to ensure optimization of standard approaches to work process, system, issue escalation, and resolution opposite needs
- Provide support for implementation of Mergers, Acquisitions, and Divestitures & JVs
- Conduct required annual work process and business rule reviews
Requirements:
- Bachelor's Degree, or equivalent work experience
- Leadership of business-specific, regional, or global projects
- Training and meeting facilitation experience (leading meetings/conference calls)
- Contact Center functional experience and background preferred
- Demonstrate confidentiality, teamwork, and interpersonal effectiveness skills
- Ability to work well with diverse groups of people across all levels and cultures
- Excellent oral and written communication skills
- Ability to represent work process components to a variety of audiences with different cultural and diverse backgrounds
- Thorough knowledge of respective role and integrated work processes, technologies, and applications
- Technical system knowledge, including ability to use various reporting
- Fluent in English is required, Spanish is a plus
What We Offer:
- An estimated salary range of $65,000 - $85,000 per annum, depending on location and experience
- A collaborative environment where teamwork is celebrated
- Flexibility to enhance balance
- Inclusive atmosphere welcoming to all
- Opportunities for professional growth and development
- Competitive pay and incentives to recognize skills, competencies, and contributions to business results
EEO/AA Employer Statement:
DuPont is an equal opportunity employer and welcomes qualified applicants from diverse backgrounds. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
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