Customer Success Specialist - Contact Center (all genders)
Core
Designing and delivering training programs for external customer care partners and ensuring high service quality through monitoring and analysis.
Role type
Senior Customer Success Specialist (Operations Outsourcing)
Builds
Training concepts and quality improvement measures for external service providers
Domain
Mobility Fintech / Customer Operations
Deliverable
dashboards & analysis
Required skills
Training design, Quality monitoring, KPI analysis, Stakeholder management, Coaching, CRM/Contact Center systems
Preferred skills
Change management, Process optimization, Presentation skills
Technologies
Salesforce, Genesys, Microsoft Teams
Responsibilities
Develop training materials for external partners, Conduct quality audits and performance analyses, Manage relationships with external service providers, Onboard new partners, Identify operational improvement areas
Seniority
Mid-Senior, hands-on IC
