Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we've been committed to improving peoples' lives and making the world a better place-one customer, one business, one innovative leap at a time. Come join our journey.
Click here to learn moreabout how Panasonic is creating a better life, a better world. Watch this videoto see how our employees are shaping the technologies that move us.
What you will get to do:
Primary contact for day to day operations of the outsourced contact center. Ensures contractual adherence to contractual agreements regarding staffing and KPI's across all customer facing points of contact (telephone, chat, email, social media). Reviews reports, analyzes data and identifies tactical drivers that influence the achievement of operational and customer experience goals.
Builds and maintains collaborative business relationships with various regional (PCEC & PCI) stakeholders for assigned areas and work groups. Communicates issues, challenges, solutions, opportunities, and best practices with operational partners. Provides feedback, tracks trends, and follows up as required. Provides management, support and developmental activities to regional work groups as required. Conducts evaluations of regional achievement of key performance indicators. Coaches, mentors, and supports outsourcing companies and employees. Measures performance levels of outsourcing companies, coaches management on corrections for the achievement of mutual objectives.
Reviews reports, analyzes data, and identifies tactical drivers that will influence the achievement of operational and customer experience key performance indicators, communicates findings to interested parties.
Provides monthly P&L service cost tracking reports to senior management, communicates issues or follows up with work groups and recommends course corrections. Communicates solutions to management.
Participates in, collaborates in, or leads projects as required. Identifies, proposes and executes opportunities for continuous improvement. Participates as required in all other business activities assigned.
Conducts ad hoc analysis to determine root, and common causes of issues or challenges. Develops performance improvement possibilities in collaboration with regional stakeholders and work groups. Implements recommendations and validates performance improvement objectives.
Ensures that contact center performance is aligned with service agreements. Contacts individuals to ensure objectives are met. Recommends courses of action. Reconciles and approves partner customer care invoices. Provides ad hoc assessments and communicates with management and contact center on adherence to contractual standards. Conducts on-site visits to ensure adherence and to observe variations from standard. Conducts forecasting processes to ensure effective workforce management, to ensure compliance, and ensure adherence to contractual services agreements.
Regularly reviews various contractual requirements for third party adherence. Follows up on discrepancies. Encourages third party servicers to adhere to contractual obligations, facilitates operational issue and challenge problem solving, informs senior management of ongoing issues.
Identifies, assists in the creation and implementation of value-added services offered to supported partners. Reviews trends, requirements, and feedback to make appropriate and timely course corrections. Communicates with all parties to ensure success of new processes.
What You'll Bring:
Education & Experience:
Bachelor's Degree or equivalent work experience required
5+ years' experience customer service or contact center environment
Proficiency with Salesforce (CRM), SAP and Power BI
Knowledge of social media tools, such as Hootsuite or Sprinklr
Strong analytical skills with the ability to analyze data, drive improvements based on data and perform P&L analysis
2+ years' experience management or customer escalation environment preferred
2+ years' experience in business process optimization / analysis
Problem Solving:
Tracking of trends that effect contact center customer and operational performance
Root cause analytics of contact drivers and identify areas to move to lower cost contact alternatives.
Routinely identifies processes and functions looking for areas of cost or efficiency improvement
Communications:
Communication that builds rapport and influences third parties to follow direction and adhere to contractual obligations.
Communicates and influences domestic and non-domestic work groups to adhere to objectives and buy into course corrections
May communicate bad news/unfavorable results from time to time
Ability to interact with all levels of management across various functions in PCEC & PCI
Other Requirements:
Primarily work from home
International Travel quarterly with stays of 2 weeks per trip in Europe
Occasional other various travel
What We Offer:
Competitive compensation package
Comprehensive benefits
Pet Insurance
Paid Parental Care Leave
Employee Referral Program
Educational Assistance
Flexible Work Program
Volunteer time Off
Casual Dress Code
Total Well Being Program
Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.
