Call Center Analyst (23254)
NAVTEQ is the leading global provider of maps, traffic and places data enabling navigation, location-based services and mobile advertising around the world. Our robust and accurate content enables intelligent location applications which support navigation for in-vehicle systems, portable and wireless devices, as well as mapping solutions available via the internet or downloaded to a mobile device. Developers, advertisers and customers seeking government and business solutions also rely on NAVTEQ for products and services unique to their needs.
NAVTEQ offers the broadest range of location content available to support consumer and business applications. NAVTEQ customers have access to world-class digital maps which span 83 countries and territories on six continents. Our advanced visual content, LocationPoint™ Advertising platform, and NAVTEQ Traffic™ portfolio are among the premier products our customers and developers can use to differentiate their location offerings. With an average of over 100 million uses every day, NAVTEQ data is helping individuals around the world find their way to people, places and opportunities more easily and safely than ever before.
NAVTEQ is headquartered in Chicago, IL, USA, with approximately 6,000 employees worldwide located in 214 offices in 49 countries. NAVTEQ also maintains regional headquarters in Veldhoven, Netherlands and Gateway East, Singapore.
We are currently looking for a Call Center Analyst (NOT IN A CALL CENTER) – 23254 in Chicago, IL
Position Summary:
The Program Manager Customer Contact Center is the daily tactical business contact between the North American customer contact center service provider and NAVTEQ sales organization and directs all aspects of managing needs and solutions for the sales organizations to meet their revenue goals associated with the direct to consumer and dealer sales.
Responsibilities:
Coordinate and manage daily tactical business requirements of the Service Provider including but not limited to:
- Act as the daily contact for all matters related to the Service Provider
- Handle escalated queries from the Service Provider
- Monitor and analyze Service Provider’s metrics and identify any trends
- Develop analysis for potential new opportunities within the framework of the department
- Prepare project implementation checklist for each assigned project
- Determine the critical success factors for each project as related to the service provider
- Maintain/develop work instructions and/or procedures for the Service Provider
- Ensure that the Service Provider’s script/knowledge base contains all and correct information
- Monitor Service Provider’s calls and emails and ensure that a high quality level is met
- Manage mailing lists for direct and e-mail marketing campaigns; ensuring timely load into CRM database and extraction
- Responsible for reporting and analysis on daily and/or weekly and monthly basis
- Own and manage corrective actions process
· Use problem-solving skills to analyze corrective actions weekly and monthly to identify trends
· Drive root cause analysis/corrective action process to ensure account team is improving service levels by analyzing corrective actions. Ensure customer and/or sales agrees with closure
· Follow through with the relevant departments, ensuring corrective actions are resolved in a timely manner
· Contact internal and external customer with respect to operational issues
Requirements:
- Bachelor’s degree in Marketing, Business, or related field
- Ideal candidate must have an understanding of the contact centers and experience in a consumer environment as well as dealing with Sales and Marketing requirements
- Ability to effectively listen and capture customer needs
- Three years experience in fast moving Business-to-Business and or Business-to-Consumer marketing, product management or sales role, preferably technology, software or database-related
- Working knowledge of business management process
- Excellent organizational, social and communication skills
- Excellent planning and analytical skills
- Excellent communication, adaptability and teamwork skills are important to success in this role.
- Ability to successfully manage competing priorities and projects with minimal supervision
- Proficient in MS Office Suite - Word, PowerPoint, Excel; MSAccess; MS Project; Outlook
- Must have the ability to travel frequently
- Due to the worldwide contacts the candidate must have the willingness and availability to work outside normal office hours
NAVTEQ is an Equal Opportunity/Affirmative Action Employer M/F/D/V