Global Contact Center Subject Matter Expert (m/f/d)
Description
Global Contact Center Subject Matter Expert (m/f/d)
This position will be advertised in Portugal, Spain, Italy, France, and Greece and will be filled in only one of these countries, depending on the successful candidate's location.
Your Responsibilities
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Working closely with country organizations, global functions, and external service partners, you drive the harmonization and rollout of Contact Center processes across the assigned European markets
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Map and document business processes to create clear, practical guidance that supports knowledge sharing, onboarding, and consistent execution
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Contribute your expertise by creating, reviewing, and maintaining knowledge articles that enable Contact Center teams to deliver a consistent customer experience
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Serve as the first point of contact for questions related to Contact Center business processes and support local organizations, external service providers, and internal stakeholders in implementing global standards
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Through quality monitoring activities, identify improvement opportunities, facilitate calibration sessions, and help strengthen service quality across markets
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Deliver Train-the-Trainer sessions to ensure new and updated processes are successfully adopted and consistently applied by local teams and external partners
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Generate operational insights and improvement proposals that increase efficiency, support harmonized ways of working, and enhance the customer experience
What we are looking for
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You have solid experience in a Contact Center environment and understand customer service processes from both an operational and process management perspective
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Strong communication and stakeholder management skills enable you to collaborate effectively across countries, functions, and cultures
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You enjoy analyzing processes, creating structured documentation, and translating complex topics into practical guidance that others can easily apply
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You communicate fluently in English, both written and spoken. An additional European language is an advantage
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You are willing to travel regularly across Europe to support deployments, collaborate with local teams, and strengthen cross-country alignment
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A degree in Business Administration or a comparable qualification provides a strong foundation. Equivalent professional experience is equally valued
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You enjoy working in an international environment, build trusted relationships with stakeholders, and help translate global standards into practical solutions for local markets