- Location
- Gütersloh (GTZ), Germany · Le Blanc-Mesnil · Eppan · Marousi · Carnaxide-Lisbon · Madrid
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Source
- Workday
Description
Global Contact Center Subject Matter Expert (m/f/d)
This position will be advertised in Portugal, Spain, Italy, France, and Greece and will be filled in only one of these countries, depending on the successful candidate's location.
Your Responsibilities
Working closely with country organizations, global functions, and external service partners, you drive the harmonization and rollout of Contact Center processes across the assigned European markets
Map and document business processes to create clear, practical guidance that supports knowledge sharing, onboarding, and consistent execution
Contribute your expertise by creating, reviewing, and maintaining knowledge articles that enable Contact Center teams to deliver a consistent customer experience
Serve as the first point of contact for questions related to Contact Center business processes and support local organizations, external service providers, and internal stakeholders in implementing global standards
Through quality monitoring activities, identify improvement opportunities, facilitate calibration sessions, and help strengthen service quality across markets
Deliver Train-the-Trainer sessions to ensure new and updated processes are successfully adopted and consistently applied by local teams and external partners
Generate operational insights and improvement proposals that increase efficiency, support harmonized ways of working, and enhance the customer experience
What we are looking for
You have solid experience in a Contact Center environment and understand customer service processes from both an operational and process management perspective
Strong communication and stakeholder management skills enable you to collaborate effectively across countries, functions, and cultures
You enjoy analyzing processes, creating structured documentation, and translating complex topics into practical guidance that others can easily apply
You communicate fluently in English, both written and spoken. An additional European language is an advantage
You are willing to travel regularly across Europe to support deployments, collaborate with local teams, and strengthen cross-country alignment
A degree in Business Administration or a comparable qualification provides a strong foundation. Equivalent professional experience is equally valued
You enjoy working in an international environment, build trusted relationships with stakeholders, and help translate global standards into practical solutions for local markets
