Info Job Kerja

Lowongan Kerja 2012 Coca Cola Amatil Indonesia sebagai Contact Center Improvement Officer. As one of biggest player in Fast Moving Consumer Goods industry with an enormous size of organization, Coca-Cola Amatil Indonesia (CCAI) is inviting young and energetic professional to join and develop together with our team in Sales and Marketing area as :

Contact Center Improvement Officer – Jakarta Raya

Responsibilities

As Contact Center Improvement Officer, the incumbent should provide continual review of existing Contact Center tools (system application and devices) as well as to find new system technology or solution to support CC Team to be able to work more efficient and improve resource productivity and customer service.

Reporting directly to the Contact Center Business Improvement Manager, the incumbent will be responsible to:

• Actively seeking improvement of Contact Center business process and tools by recognizing where effectiveness of technology or solution can add value
• Working with business partners from other Department to identify business requirement and develop business plan and establish technical specification when the solutions of business requirement need future or new development
• Assisting the implementation of approved Contact Center business application (new system, new technology or system modification) to ensure
• Establishing SOP and training materials for new system or new technology
• Reviewing SOP and training materials of all Contact Center existing application and update if necessary to be in line with current process
• Understanding the business critical aspect: problem priority, severity and emphasize Contact Centre Team sense of urgency on critical issue
• Ensuring all problems are logged, escalated and followed-up properly, maintain escalation procedure & provide report, and proactively communicate critical issue to related party/support group to address and manage the problem correctly
• Providing Contact Center business reporting in regular basis (weekly and monthly) to understand the result for future improvement.
• Build strong working relationships with other areas of CCAI to understand the interdependencies between the Contact Centre and these areas.
• Using this knowledge to enable the team to effectively meet customer needs by providing support and assistance as required to enable them to achieve their and CCAI’s objectives.
• Identifying area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity.
• Managing subordinates and develop capability through setting and reviewing subordinates’ performance target, regular coaching and ensuring implementation of Individual Development Plan (IDP)
• Preparing, monitoring and controlling the annual department budget to ensure expenditure is in line with the Business Plan
• Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedures, induction, training and work instructions are followed. Ensure that hazard management including identification, assessment and control are undertaken.

Requirements

• To be successful for the above role, the ideal incumbent should have the following qualifications:
• Minimum S1 degree from reputable university, preferably majoring in Accounting or Finance or other economics area
• Minimum 2 years working experience in other companies after completing university or at least seven years experience in CCAI finance organization.
• Experience in participating in implementation and support of business application such as BASIS, ORACLE, Hyperion, MAA and/ or PPA database will be advantage.
• Technical Competencies required :
• P/L Statements, Balanced Statements Knowledge of business application, such as BASIS, Oracle, Essbase/ Hyperion, MAA database, PPA database and Tax Nominative List
• Strong analytical and influencing skills are required to identify business improvement opportunities and drive change.
• Good common sense in understanding relevant business issues and ability to stimulate results.
• Core Competencies required:
• Orientation to Excellence
• Customer Orientation
• Communication and Influencing
• Problem Solving
• Collaboration
• Leadership Competencies required:
• Planning & Executing

If you consider that you are the right candidate, please submit your comprehensive resume and recent photograph no later than February 20, 2012 to Nurfidha.Rachmi.Devi@sea.ccamatil.com. Only shortlisted candidates will be notified.