Mobile menu

European Contact Center Specialist - 22 months fixed period contract

Poziții disponibile: O poziție
Servicii & BPO
Viking/Office Depot Service Center



Process engineering/ system configuration:

  • Sets up new business units in different European countries including planning, design, configuration, testing, training and go live support
  • Reviews business processes and drives continuous improvements by keeping up with the new features and products delivered by the suppliers

Service Levels and key performance indicators:

  • Responsible for explaining service level and performance goals by maximizing resources through technology in the various centers..
  • Responsible to continuously improve the support process of the applications in use with all stakeholder interfaces necessary. This incorporates illustration of processes in workflow diagrams

Strategic vendor management:

  • Engages with multiple vendors and works directly with the different regions to meet strategic and contractual obligations
  • Works closely with European Viking program management to align technical resources when bringing up new countries, sites, business units or adding new solutions to the infrastructure
  • Gets involved in different projects in order to maintain existing solutions (i.e. patches, upgrades etc. on European level).

Systems Availability / Communications:

  • Ensure network and system availability and troubleshoots issues when needed.
  • Acts as escalation point for call routing, workforce management, and environmental applications supporting the multiple revenue generating business units
  • Engages the necessary resources when a failure occurs, is able to diagnose and troubleshoot any issue until resolution
  • Gathers data, collaborates with business owners and provides root cause analysis while keeping the business informed.

Business Continuity and Disaster Recovery:

  • Carries out a contingency plan outlined to minimize down time and maximize resources during an outage. This plan includes an escalation process with alternate routing plans and resource movement strategies designed to run business as usual should this occur

Information Security / Account Management:

  • Managers 900+ user accounts and security access of multiple applications and software.  These accounts are used by Management and Operational teams to access dashboards, forecasting & scheduling and reporting tools
  • Makes sure that the above mentioned user accounts are working by creating, testing and resetting accounts as needed. 

Other responsibilities:

  • Supports and manages various projects either of new business units or emerging projects in business as usual i.e. due to an upgrade in the existing environment
  • Assists IT with assessing current capacities and infrastructure supporting Viking systems.
  • In cooperation with the business, assist the relevant stakeholders with data and analysis of call volumes and staffing projections to prepare for peak traffic on systems used company wide
  • Receives and resolves escalated calls on functions the main applications used by multiple business units
  • Is constantly involved in continuous process optimizations with the systems



  • High school diploma required.
  • Area of study: business, economics or technical (Telecom / Multi Media / WFM / Voice & Data Networks – so background of Contact Center solutions would be a plus
  • 2-4 years of work experience
  • English business proficiency in writing and speaking
  • Type of experience: Contact Center Operations, Information Technology, Telecommunications and knowledge of SaaS solutions desired, but not necessary
  • Contact Center experience ideally related to process optimizations; technical support of SaaS solutions or network – preferably in combination with education and practical experience
  • Routing experience with ACD applications, call flows, scripting, contact center planning would be a plus
  • Call Center technologies including voice / multi media / workforce management / data infrastructure would be an advantage
  • MS Office (Word, Excel, Access, PowerPoint) Visio
  • High business and process acumen
  • Excellent problem solving skills, and creative thinking abilities
  • Self-driven troubleshooting and follow-through abilities
  • Ability to think strategically, assess and recommend solutions for short and long term impact
  • Demonstrated communication and analytical skills
European Contact Center Specialist - 22 months fixed period contract
Viking/Office Depot Service Center
  • Cluj-Napoca

Alte evenimente