What you need to know about us … At Sony, our mission is to be a company that inspires and fulfils your curiosity. Our unlimited passion for technology, content and services, and relentless pursuit of innovation, drives us to deliver ground-breaking new excitement and entertainment in ways that only Sony can. The Sony Belgium branch of Sony Europe hosts a variety of support departments, one of which being the Service, Quality and Environmental department. Within this group the Contact Centre Operations (CCO) team overlook the contact centre delivery across Europe for a variety of SONY accounts. The Process Analyst is responsible for leading change initiatives that improve processes and develop new projects to drive operational efficiency, data analysis & customer satisfaction improvement. The Process Analyst will facilitate and lead assigned projects working with cross-functional teams utilising operational excellence best practices and will be responsible for the implementation of change, from initiation through to planning and execution. Job description: What your job will look like …
•You will report to the European Contact Centre Manager
•You will work closely together with business analysts and content creation teams to ensure that the customer support culture is up to date with the business needs
•Analysing data is an essential part of your job. You analyse both customer and agent feedback and assessment scores to deliver priorities for change
•You work with technical engineers to understand issues and create a communication strategy around it, keeping in mind the complex mix between consumer- and brand- expectations
•You seek relevant information with technical engineers, design engineers, business groups and headquarter to come forward with the ideal improvement for the target
•You listen to your audience and work on improvements based on their feedback
•You drive business improvement projects from ideation to delivery
•Your main focus points are : ◦Idea creation for process improvement and new product opportunities: define business cases and determine quantifiable impact/benefit of desired enhancements or issues to support prioritisation of work efforts. Analysis may include soliciting feedback from sales, process owners or subject matter experts. ◦Drive and facilitate requirements definition for prioritised work efforts: define, measure and analyse impacted processes; gather relevant process and performance data points to determine points of impact or waste, define root cause of inefficiencies, and/or process modifications required to support new business objectives ◦Facilitate solution definition with subject matter experts and process owners. Collaborate with business, and key stakeholders where applicable, to develop clear and complete solution requirements that align with business process objectives. Work with process owners to develop and communicate roadmap and implementation plan. Ensure execution against business desired timeline and vision ◦Regularly report project status to management and process owners. Perform post deployment assessments to measure results against goals and solicit feedback for improving project best practices going forward. Thanks to you…
•Continuous improvement cycle flows naturally as a working culture
•Evolution in the ever changing customer service space will be catered for with a "best in class" approach Required profile: What we are looking for … Commercial Business acumen Technical aptitude; You have a higher education (Bachelor or Master degree or equivalent experience) You are comfortable working with large amounts of data You have experience in working with multi-cultural and remote teams You can analyse summarise and prioritise You are a leader by example, able to showcase how it should be done You can assess verbally through structured surveys and draw conclusions and action plans on results which you will share with management to ensure endorsement You are accurate and pay close attention to details You have kept in touch with the technology industry trends. You assimilate to new trends easily You can summarise complex processes and steps into an easy to understand manner You can adapt your communication style to your target audience You can create an analysis through data mining and define specific next steps with measurement of improvement and create and execute an action plan arising therefrom You are creative, persistent, organised and partnering You are a team-player You are outgoing You find a deadlines enjoyable and you will deliver to them You are a problem solver and approach stuff hands-on You are a great communicator. You explain complex things in a simple and step-by-step manner You understand the operation and its complexity and use your know-how to teach workflows You are passionate about consumer AV/IT products. You want to test yourself and work out the usage (and potential difficulties) in an agent and consumer centric manner Ambitious to deliver the very best experience to a large agent community Understands the importance of governance, working with non-disclosures and embargo's Hands on in problem solving Factual Persistent Self-innovator What we offer: Flexible, ready to adapt to new ways and means You are proficient with MS Office Excellent written & communication skills of English, proficiency in one or more other EU languages is seen as an asset Comfortable with taking accountability and making decisions Ability to articulate ideas to both technical and non-technical addressees Excellent communications skills: written, verbal, group presentations Strong facilitation and presentation skills Flexibility to partner with and negotiate with various personality types at all levels within and outside the organisation Effective leadership skills and ability to listen, communicate and motivate teams to achieve results Ability to delegate effectively and manage resource allocations and constraints Strong time management skills Positive attitude and creativity in generating solutions Strong motivational skills - expected to lead pro... Originele vacature is te vinden op StepStone.be - Maak nu een Jobagent aan op StepStone en vind je droombaan! Vind gelijkaardige jobs, informatie over werkgevers en carrièretips op StepStone.be!
Original job ad is published on StepStone.be - Set up a Jobagent at StepStone now and find your dream job! For similar jobs, information on employers and career tips visit StepStone.be!
La version originale de cette offre d'emploi est disponible sur stepstone.be - Créez maintenant votre Job Agent sur StepStone et trouvez le job de vos rêves ! Trouvez des jobs similaires, des informations sur les employeurs qui recrutent et des conseils de carrière sur stepstone.be!
This is a Permanent position.