Sales Process Optimization Specialist

2 mesi fa

Milano, Lombardia, Italia DKV Mobility A tempo pieno

Position Overview

As a key member of the Inside Sales team, the Process Specialist will report directly to the Inside Sales Manager and will be instrumental in enhancing team performance. The role encompasses a variety of responsibilities aimed at driving efficiency and productivity.

Key Responsibilities

  • Support the Inside Sales Manager and Team Leaders in evaluating data from internal systems (such as MS Dynamics and Genesys Pure Cloud) to identify areas for enhancement.
  • Work towards maintaining and boosting the expected productivity levels and service standards for agents and teams.
  • Ensure that systems are utilized appropriately in accordance with both central and local procedures and guidelines.
  • Foster continuous improvement in collaboration with the Telesales Manager and team leaders to meet and exceed organizational targets.
  • Act as the primary contact for the outsourced telesales agency, ensuring adherence to productivity expectations and proper system utilization.
  • Oversee the technical onboarding process for outsourced telesellers.
  • Provide training for both existing and new internal agents, as well as contact personnel from the outsourced telesales provider, covering processes, systems, products, and sales offerings.
  • Plan and conduct active listening sessions with internal and external agents during calls to identify improvement opportunities in alignment with the Telesales Manager and Team Leaders.
  • Participate in projects and initiatives aimed at continuous improvement with the Telesales center of excellence at headquarters.

Qualifications

  • Bachelor's degree.
  • A minimum of 2 years of experience in data analysis and reporting, preferably within sales organizations.
  • Proficiency in data analysis tools, CRM platforms, and contact center systems, particularly Power BI, SAP, MS Dynamics, and Genesys PureCloud.
  • Advanced Excel skills.
  • Strong verbal and written communication abilities in Italian and English (minimum B2 level); Spanish is a plus.
  • Exceptional attention to detail and problem-solving capabilities.
  • A collaborative mindset and effective communication skills.

We value diversity and encourage applications from individuals of all backgrounds, including those with disabilities who meet the qualifications. This role can be offered on a full-time or part-time basis (minimum 30 hours per week), reflecting our commitment to flexible working arrangements.

Why Choose DKV Mobility?

At DKV Mobility, we believe in teamwork and collective success. We have been evolving for nearly 90 years, adapting our products and business models to meet the changing needs of our customers.

We prioritize work-life balance, offering flexible working hours and family-friendly policies. Our employees enjoy a mix of on-site meetings and remote work options.

We are dedicated to your professional growth, providing access to a modern learning environment that supports your development.

We are committed to sustainability and aim to be a leader in providing eco-friendly products and services.

As a certified employer, we are proud of the trust our employees place in us, as evidenced by our recognition as a Top Employer and a Great Place to Work.

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