Our home base is the Mercedes-Benz Customer Assistance Center (CAC) Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
You will be part of the BICC team, a group of highly motivated professionals with the ambition to become the DATA INTELLIGENCE for the whole Mercedes-Benz CCC worldwide. The cross-functional team includes Business Intelligence (BI), advance analytics (BA), Data Science (DS), and data management (Data Steward) all focused on providing the business with information, tools, and technologies to use to deliver the perfect customer value.
YOUR TASKS & RESPONSIBILITIES
• Drive analysis on projects and important strategic decisions to improve the experience for Operations’ reporting and insights
• Support the stakeholders with relevant, clear insights and fact based advice, with focus on value creation
• Plan, execute and/or lead projects that require cross-functional engagement of internal stakeholders to fulfil objectives and satisfy project requirements
• Working with both external and internal stakeholders
• Collect requirements execute a gap analysis, and define new requirements, considering technical constraints and related risks
• Define visions for business steering solutions, and bring those to life, together with specialists from various departments. You are the process lead, bringing together people with different personalities and backgrounds
• Generate, clean, analyze data and reports, and provide insights and recommendations on decisions that affect the programs on a regular basis
• Identify trends and distill insights to find opportunities for improving the business
WHO ARE YOU?
• You are an excellent communicator and have data storytelling skills to transport analysis results into tangible stories
• You have strong interpersonal skills and the ability to communicate and influence people at all levels across a broad variety of job functions
• You have excellent organizational skills to juggle many tasks without losing sight of the highest priority items
• You have the ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
• You are proactive, persistent, problemsolving, result oriented, and a creative thinker
• You take ownership of global projects and ensure the successful implementation of business requirements, with a primary focus on the global Contact Center steering
QUALIFICATIONS
• Degree in Computer Science, Business, Mathematics, Economics, Statistics or a related field required
• Minimum 5+ years of Business Analysis, or other analytical experiences in a Contact Center context
• COPC certified or extensive experience preferred
• Experience in project scoping, process-design, and project management (Agile Scrum preferred)
• Formal Business Analysis (CBAP) activities is a plus
• Minimum of 3+ years hands-on experience with our Enterprise BI Tool, Power BI or similar solutions
• Experience in data models & business reporting automation
• Excellent English communication skills
WHAT CAN WE OFFER?
• Join the “work hard/play hard” team culture
• Be part of an international and diverse team
• Be part of a multi-disciplinary team that entails Business Intelligence, Advance Analytics, Data science, and Data Management
• Development and grow path ensured by trainings and certifications
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
LOCATION
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
BePartOfUs
Does this role at Mercedes-Benz CAC fits your expectations for a new challenge? Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until May 13, 2022.
For data privacy reasons we can only accept applications via the mentioned application process.
For more information about this vacancy please contact Manon Gosler-Bongaerts:
manon.gosler-bongaerts@mercedes-benz.com