Gpo Contact Center - Munich, Deutschland - Knauf Digital

Beschreibung

You are a member of the Customer Service Transformation team, which has the objective to build a state-of-the-art customer service and commercial back-office for the entire Knauf group through establishing global processes and supporting solutions.

A pivotal tool to our service strategy is the to-be-established Contact Center.

As Global Process Owner (GPO) Contact Center you are driving the design, implementation, and further development of the contact center from a business perspective and the processes around it.

You are responsible to ensure a fit-for-purpose solution integrated in our digital ecosystem.

This requires alignment within Knauf's new commercial strategy and other running initiatives and continuous consideration of market feedback for improvement.

Thus, you will work cross-functionally with various internal and external stakeholders and collaborate with several cross-functional teams e.g. technology-, business
- and process stakeholders, as well as the alignment with other running Knauf initiatives.


Key Accountabilities:


Scope:
You are accountable for our processes within the contact center on the business side in close connection with colleagues from IT, especially:

• Process ownership and development in line with our change ambition
• Process and technology roadmap development and delivery towards Knauf markets
• Continuous process improvements and processing of feedback from our markets across the Knauf Group in line with the continuous roadmap process

Process ownership:
Business lead for strategy, design and optimization of the Contact Center

• Develop bestpractice processes around the Contact Center crossfunctionally (Business/IT) to achieve the ambitious goals of our Commercial Excellence vision and ensuring the deep integration into adjacent processes
• Proactively involve Knauf markets in target picture definition
• Translate into product features for quarterly delivery via product releases
• Derive relevant IT and Commercial Training & Change activities to implement processes in the organization
• Create and pursue project plans to achieve defined content and quality and coordinate with related workstreams
• Proactively further ambition around activities and processes of Contact Center

Roadmap definition and execution:
Manage life cycle and releases for Contact Center

• Continuously collect and evaluate business requirements from Knauf markets
• Manage backlog and define roadmap
• Proactively further ambition around activities and processes of Contact Center
• Transform own ideas and market requirements into product features
• Align roadmap with roadmaps of other digital initatives
• Break down business processes into user stories for process implementation across all functions, define test cases and perform user acceptance tests
• Manage execution of roadmap incl. daily project steering, operational coordination, and reporting towards program management
• Manage risk and issues incl. defining of mitigation measures in own projects

Stakeholder Exchange

• Continuously equip stakeholders outside of own organization with information on roadmap and achievements within the process area (e.g. Change Owner, Content Lead, local Business Champions)
• Constant involvement and exchange with markets on roadmap, process design and improvement activities

***:

Requirements:


Education & professional experience:

• Degree in the field of Business Administration, Marketing, Engineering, or equivalent.
• 3+ years of experience in related process design, backbones, sales and customer facing front ends and related fields
• Experience in a release driven delivery approach for tooling and processes with agile methods
• Experience in project execution within complex program structures involving a large number of stakeholders in a market oriented decentral setting
• Team lead experience coordinating experts with different functional, cultural and methodological backgrounds
• Experience with call center solutions of advantage

Soft skills:

• Strategicthinker with a good portion of pragmatism and candoattitude
• Affinity for technology and ability to bridge between business processes and IT language
• Openness to probe own ideas with the thoughts and interests of stakeholders, integrating complexity in the solution space and working out solution paths for decisionmaking
• Solutionoriented mindset, combining customer centricity with business acumen when contributing to organizational/processual design or simply the launch of new projects
• Strong communication skills, facilitating alignments between different functional stakeholders, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
• Handson mentality to drive work on your own

Hard skills:

• Knowledge of process design methods, process optimization and tooling
• Proven project management skills, including the ability to lead projects or work