Job Title: Process Specialist
We are seeking a highly skilled and experienced Process Specialist to join our team. The successful candidate will be responsible for analyzing data from internal systems, identifying measures for improvement, and ensuring the appropriate utilization of systems in conformity with central and local procedures and guidelines.
The Process Specialist will work closely with the Inside Sales Manager and Team Leaders to:
* Analyze data from internal systems (e.g., MS Dynamics, Genesys Pure Cloud) and identify measures for improvement;
* Maintain and increase the expected level of productivity and service level for agents and teams;
* Ensure the appropriate utilization of systems in conformity with central and local procedures and guidelines;
* Work with Telesales manager and team leaders to achieve and overachieve company targets;
* Manage the technical onboarding of outsourced telesellers;
* Train existing and new internal agents and contact persons of outsourced telesales provider on processes, systems, product, sales offers;
* Plan and realization of ad hoc active listening with internal and external agents during phone conversations and identify measures for improvements in alignment with Telesales Manager and Team Leaders;
* Involvement in projects and activities for continuous improvement with Telesales center of excellence at head quarter.
The ideal candidate will have a Bachelor's degree, prior experience in data analysis and reporting, proficiency in data analysis tools, CRM platforms, and contact center platform, excellent verbal and written communication skills in Italian and English, high attention to details and problem solving skills, and team player and effective communicator skills.
DKV Mobility is an equal opportunities employer and welcomes applications from all qualified candidates. We offer flexible working hours, family-friendly working time models, comprehensive company health management, parent-child offices, and support for leasing eBikes. Our company has been growing for about 90 years, adapting our products and business model to meet changing customer needs. We prioritize work-life balance, supporting employees in their development, and living