全球速卖通事业部(Aliexpress) - call Center - Madrid, España - Alibaba

Alibaba

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

Basic Infomation

Department:
Alibaba Group

Degree:
Bachelor

Work Experience:
5 year

Responsibilities: 1.

Administrative Expertise:
Demonstrate strong experience in administering call center solutions from a major industry player. Ensure the continuous performance and reliability of our call center systems. 2.

Operational Knowledge:
Possess excellent knowledge of call center operations, including both technical and business aspects. Collaborate with various teams to align technical solutions with business objectives. 3.

IVR and Call Routing:
Design and implement advanced IVR flows and call routing strategies to enhance customer experience.

Design and implement complex self-service flows with multiple points of integration Knowledge in AI and conversational bots is a plus (TTS, ASR, NLP etc.) 4.

VOIP Expertise:
Exhibit proficiency in VOIP protocols and manage PBX and/or SBC systems. Troubleshoot and resolve VOIP-related issues efficiently. 5.

Technical Skills:
Maintain a good understanding of Windows and Linux environments. Manage network infrastructure, including LAN and WAN configurations. 6.

Data Analysis:
Utilize SQL to analyze data and create actionable dashboards with high business value. Make data-driven recommendations for call center improvements. 7.

Development and Integration:
Possess experience in coding, scripting, and utilizing REST APIs for system integration. Ability to design automations.

Problem Solving and Communication:
Demonstrate excellent problem-solving, analytical, and communication skills. Effectively communicate technical concepts to support personnel and stakeholders. 9.

Collaboration and Stakeholder Management:
Collaborate with IT and business stakeholders to investigate operational issues and propose effective solutions. Foster effective communication and cooperation at all organizational levels. 10.

Policy Compliance:
Understand and adhere to IT management and quality management policies. Ensure that processes and procedures align with established policies and guidelines. 11.

Global Adaptability:
Work effectively with a global workforce. Adapt to local operating models and cultural nuances. 12.

Documentation Skills:
Create comprehensive Core Infrastructure diagrams and maintain strong documentation practices.

Position Requirement

Qualifications: Bachelor's degree in a related field or equivalent work experience. Proven track record in call center administration and technical support. Relevant certifications in call center technologies and IT infrastructure are a plus.