In this role, you have the opportunity to
In this role you are responsible for the performance of contact center and social media operations for Domestic Appliances for Europe, Eastern Europe and Russia (CEER), Middle East Turkey and Africa (META).
Our contact center operations are outsourced. You will work closely with the sites to enable them with systems, processes, knowledge and you will also work closely with the markets, understanding the local requirements, leveraging best in class process.
Your aim will be to improve consumer experiences at competitive cost for the markets and sites in your scope.
You are responsible for:
Responsible for the outsourced operations of contact centers and social media moderation.
Implementing the channel strategy
Improving consumer journeys, driving NPS analytics, and deriving improvement plans from it, delivering on NPS ambitions.
Driving automation and efficiencies
Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for improvements.
Responsible for agent staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.
Selects, develops and evaluates personnel to ensure the efficient operation of the function Key performance indicators
To succeed in this role, you should have the following skills and experience:
5 -7 years of experience of professional experience in the service domain, with a focus on contact center and social media operations
A substantial knowledge of consumer insights, NPS analytics, Operations analytics
Working with partners (outsourcing)
Effective communication of analysis and proposals to different audiences
Experience in collaborating with various market
Fluency in business English
In return, we offer you
A meaningful career, with new challenges in our dynamic organization, working in an encouraging multinational and multicultural environment. We are happy to provide you with this opportunity to work with new technologies. You will be surrounded by passionate and committed, colleagues who share your ambition to create outstanding customer experiences. Your work will be ambitious and full of opportunities for growth. Variety and challenge will be part of your daily routines.
Why should you join Domestic Appliances?
Philips’ Domestic Appliances business is a global leader with EUR 2.3 billion in sales in 2019 in kitchen appliances, coffee, garment care and home care appliances, with successful products such as the Airfryer, Perfect Care Steam Generators, Automatic Coffee Machines with LatteGo and SpeedPro Max Aqua vacuum cleaner, and many more that are used by millions of people every day across the world.
In January 2020, Philips announced that it would be considering new ownership options for Domestic Appliances, as it is not a strategic fit for the company’s future as a health technology leader, and committed to finding the right home for the business to ensure that it is set up for continued success serving customers, leveraging the Philips brand and driving growth across the markets that it serves.
In its 128 year history as a leading innovator, Philips has had to reinvent itself a number of times to remain competitive. This has involved several high-profile divestments, resulting in the company’s successful track record in managing complex change of this scale. Such transformations offer unique opportunities for employees to ‘make their mark’ and gain expertise in a specific and dynamic environment - those who can deliver results while navigating and contributing to changes will gain unique skills and perspective that will prove valuable for the rest of their careers.