Process Design Subject Matter Expert

City: Sofia

Job Type: Regular

Language: English

Akkodis is a global digital engineering company and Smart Industry leader. We enable clients to advance in their digital transformation. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross-industry knowledge to drive purposeful innovation for a more sustainable tomorrow.
We have over 19 years of experience in Bulgaria delivering cutting-edge solutions in IT, Software, Cloud, and Digital fields. Now, we are on a mission to engineer a smarter future together, and we are looking for a Process Design Subject Matter Expertto join us!

About the role:

You have the chance to start or accelerate your career in one of the biggest global IT companies. This is an opportunity to join like-minded people, expand your capabilities and learn from the best-in-class professionals whilst having the mentorship that will help you go beyond your expectations.

Process Design /Subject Matter Expertise (SMEs) function 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.

Your daily agenda would be:

Prepare Business Case information in support of Customer Care development of process and/or tools
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

Fluency in English
Experience in business process development and matrix management
Demonstrated capabilities to manage projects, drive business results and influence interfacing units.
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.
Experience working with a CRM system (preferably Salesforce Service Cloud)
Experience with telephony system for handling customer calls (preferably Genesys Cloud CX)
Automotive industry experience preferred.

You will get:

Competitive remuneration package
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 Green line and on the spot
Newborn or newly adopted child bonus
Food vouchers - 150 BGN/month
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

The future is here for the making. Are you ready?

Let’s make the incredible happen.