Customer Center Specialist - Resourcing Domain
CurrentI am responsible for mainly: SAP, Siebel, Contracts Quality Audit for the Offshore Team Process Improvement (Changes to the Routing Matrix, Siebel, Check Points Creation etc) "Dials" (Internal Hewitt Changes Forms) implementationStandard Operational Procedures updateKnowledge Data Base buildingKnowledge Sharing Web site creation Contact with the Process Owner (Improvement Projects, Escalations, Hypercare cases)ReportingTrainings for: Contact Centre Team (example: SAP and Siebel use in Resourcing Team)Trainings for the Offshore Team (example: Siebel use)Building effective relationship with Hewitt partners both other Centers and Clients (3 weeks in the Noida)