Executive, Support Agent
8 months ago
**Aufgaben**:
**RESPONSIBILITIES
Monitoring of DQP response times, to ensure appropriate escalation steps are in place and utilized when necessary.Ensure queries & resolution trend from DQP are closely monitored and whenever required, propose suggestion to improve performance.Ensure successful implementation of project & systems to target users by utilizing relevant performance tracking tools, ie DQP & facilitate necessary training.Perform user acceptance test & feature validation test to ensure systems & integration work per business requirement & standards.Pro-actively & consistently manage potential project risks and implement alternative process management solutions.Responsible for creating and updating all required documentation, performance report, presentation and tools for distribution of knowledge/training and relevant submissions.Work effectively with cross-functional teams to ensure design & implementation success to achieve user goals.Derive, develop, and implement suitable digital measures together with business stakeholders to achieve sales performance targets.Remain in constant contact with agents to ensure a positive working relationship to achieve mutual goals, while acting as an escalation point for MBMY.**Qualifikationen**:
**QUALIFICATIONS
Bachelor Degree with focus on computer science, business informatics, economics/business studies and IT knowledge or other comparable education.Experience in an agile commerce environment with know-how in developing digital strategies, customer journeys and use cases.Analytical/structured thinking skills and a conscientious approach to work.Very good communication and moderation skills as well as experience in comprehensive stakeholder management.Experienced in complex, interdisciplinary projects, preferably with agile working methods (SAFe) and tools (Confluence, JIRA).- Must have excellent relationship building, communication and problem solving skills.
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