Contact Center Management Specialist

Service Fremont, California


Description

Job Description Overview:

The Contact Center Management Team is responsible for ASUS’s North American support operations. As a CCM – Specialist, you will provide operational support for both our team as well as our outsourced support partners including program management, performance management, product training, training certifications, CRM management, SOP creation and adherence to ASUS best practices.

You will leverage your experience in support of the CCM team and lead efforts in studying, developing, and maintaining industry standard best practices that are critical to exceed the department’s goals. You will develop and foster strategic partnerships internally and externally to help promote self-sufficient practices, increase customer satisfaction and reduce costs. You will serve as an escalation point for all areas related to the contact center and work closely with key staff in a manner that enhances the department’s ability to deliver world class customer service.

Essential Duties and Responsibilities:

  • Serve as a subject matter expert and resource in technical and procedural applications of customer operations both internally and externally
  • Manage all activities associated with customer operations, including developing and implementing policies and procedures on systems and the flow of information
  • Establish and implement performance/service standards to ensure productivity exceeds service and quality standards
  • Produce internal and external reports by gathering, analyzing and summarizing data and information from cross functional departments
  • Assist in managing performance/service standards to ensure productivity exceeds service and quality standards
  • Create, update, edit, and enhance supporting documentation, process maps and presentation materials throughout the process
  • Coordinate and collect essential NPI information from cross-functional teams to support product launches
  • Create, update, edit and enhance NPI processes and documentation
  • Evaluate and monitor NPI top contact drivers
  • Facilitate discussion and issue resolution between functional teams
  • Prepare presentation materials and reports for team level and management level audiences
  • Request and manage user systems accounts
  • Maintain good attendance and punctuality
  • Perform other job duties as assigned*

Required Qualifications:

Education  

  • BA/BS in Business or related field

 

Work Experience

  • Minimum 1 year of experience in a related field

 

Knowledge and Skills

  • Proactive and able to work well independently as well as in a team environment
  • Work well with cross functional teams
  • Strong ownership and organization skills
  • Proficiency in Microsoft Office Suite including Visio
  • Ability to work confidently in a rapidly changing, fast-paced and results-oriented corporate environment where a high degree of flexibility is required
  • Excellent written and verbal communication skills in English


Preferred Qualifications:

  • Background in consumer technology products and markets
  • Experience with project management

Working Conditions:

  • Typically works in an office environment
  • Requires sitting, operating a computer keyboard, telephone and other office equipment for extended periods of time

 

(*Job functions are subject to change at any time)