EMEA Customer Care Center (CCC) team is part of HP WS EMEA organization, manages support and services delivery for consumer and commercial products (call support, Social Media, chat, unit repair, accessory replacement, extended services) over all EMEA countries. Support & services offer is operated through a network of delivery partners.
Objectives of the organization are to provide best service, increase Total Customer Experience and drive Services Revenue Growth.
EMEA Customer Care Center (CCC) team is looking for a new member with the following requirements:
**Education (degree) and professional experience required**:
- Business economical and financial administration, Industrial Technology Engineering, or equivalent profile
- High level of Excel and data Management experience being a must
**Other requirements**:
- Fluent English
- Other languages is a plus
**Personal skills and qualities**:
- Strong communication skills and influencing skills; Positive can-do attitude
- Analytical thinking and problem-solving skills
- Excellent teamwork skills
- High interest in working with numbers
- Be able to question the status quo
- Be able to understand business processes and identify impact of change
- Basic data networks fundamentals knowledge
**Job specifics/responsibilities**:
Financial governance of the EMEA CCC organization (about 50%)
- Assist in creating and maintaining a finance/operation related dashboard that will play a key role in the financial governance setup
- Create, plan, host meeting schedule
- Perform cost benefit analysis
Management of the Contact Center (CC) operations and performances, driving continuous improvements (~50%)
- Preparation of the department scorecards linked with new system
- Perform analysis to understand the market evolution and customer needs
- Assist to manage the reporting system (PBI)
- Assist to design some control tools to monitor our Partners’ performance
- Assist with different projects