Process Design Subject Matter Expert

About the role:

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.

Responsibilities:

• 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