Oorspronkelijke vacature omschrijving:

The organisation

Working for Mercedes-Benz Customer Assistance Center (CAC) means working in the beautiful city of Maastricht, The Netherlands! The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.

Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance.

Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

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 own 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.

The function

At Mercedes-Benz CAC, we are looking for a new Data Science colleague. You will be working in the BICC (Business Intelligence Competence Center), a driven and diverse team existing out of Business Analytics, Business Intelligence, Data Science and a Data Steward. The function itself will be more diverse than only coding; you will also be a part of the discussion while defining the projects we work on.

As the CAC is a contact center, we are always looking for ways to best serve our customers and steer our business. Your main project will be to work together with the team and with stakeholders to define metrics and build models that help our Operations Managers steer their daily business.

You will work in a Scaled Agile Framework environment and be part of a motivated team, where honesty and respect for one another are valued most.

Task responsibilities

• You will be responsible for the development and delivery of intelligent solutions to stakeholders on a diverse range of projects. An example of such a projects is creating an Operational Steering Dashboard for our Operations Managers based on a predictive model on call center steering KPIs.
• Support in the implementation of Process Mining, including data extraction, data pre-processing and generating insights.
• Together with stakeholders, the business analysts and the product owner you will define the scope and requirements of future Data Science projects.
• You will support Business Intelligence and Business Analytics in tasks, based on prioritization of product backlog.
• Together with the product owner, plan and commit to your tasks on a bi-weekly basis.

Requirements

What will you bring?

• Master in the area of Computer Science, Econometrics, Knowledge Engineering or equivalent
• Proficient in at least one programming language (Python – preferred, or R)
• 1-3 year working experience on (agile) Data Science projects
• Experience with stakeholder management and gathering requirements
• Knowledge of BI tools (preferably PowerBI)
• Knowledge of cloud solutions (preferably Azure cloud)
• Experience in computer Science Fundamentals and Programming.
• Knowledge of Statistics.
• Able to apply Machine Learning Algorithms.
• Able to evaluate a model and choose an appropriate measure.
• Fluent in English, verbally and written
• Excellent presentation, communication and documentation skills
• Strong analytical and problem solving skills
• Stress resistant
• Pro-active mindset and able to work independently
• Knowledge of contact centers and call center (COPC) KPIs is a pre.

We offer

What do we have to offer?

You will join a multicultural, innovative and dynamic international working environment with interesting conditions, both primary and secondary. We offer opportunities that enable you to develop.

Furthermore, a collective health insurance at discounted rates, 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.

Working hours

This position is on a fulltime basis (40 hours per week) from Monday to Friday.

The procedure

Does this role fit 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 apply until January 7th, 2022.

For data privacy reasons we can only accept applications via the mentioned application process.