Functietitel: Business Analyst

Functieomschrijving:
Main Goal of Business Excellence: The main objective of the Business Excellence department is to intensify cooperation among Daimler contact centers worldwide in order to harmonize processes and systems enabling a global platform to ensure speedy rollout of new features. By sharing knowledge and experience, our goal is to improve collaboration that leads to higher efficiency and continued development of our business model. The main pillars of the Business Excellence department are 2 fold implement best practices for CS-24h-mmc and hold the governance and execute steering over all contact centers worldwide. Main goals are:Manage the identification and exchange of best practices for all customer assistance centers Develop best practices if none are established Support the implementation of defined and standardized best practices at customer assistance centers worldwide Enable standardization of KPIs allowing transparency in worldwide performance reporting Better service and improved customer satisfaction Using synergies to increase efficiency Optimization potential used by all CCCs The role: The Business Analyst conducts and documents international analyses of Daimler customer/dealer contact functions and defines critical success factors for customer/dealer contact. This function identifies and documents (hardcopy/digital) best practices in alignment/agreement with all stakeholders. The Business Analyst prepares input for best practice sharing platform and act as a member of the Centre of Competence that defines the standards for customer /dealer contact. In addition, this function supports implementation of defined standards and stabilization and anchoring afterwards.

Uren per week: 40-40

Werkgever Naam:
Mercedes-Benz Customer Assistance Center Maastricht NV

Vorm van contact: Gianni Crisafulli

Werkgever telefoonnummer: +31 43 356 2140

Job korte beschrijving: Bedrijfs- en organisatieanalisten

Land: Nederland

Regio: NEDERLAND

Contractduur: Tijdelijk

Contract type: Voltijds

Ervaring: Tot 2 jaar

Bron van jobaanbieding:
UWV WERKbedrijf, Openbare diensten voor arbeidsvoorziening, Nederland

Rijbewijs: Nee

Salaris munt: EUR