Global Contact Center Architect & Trainer

Miele France; Usseau; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Miele France is seeking a Global Contact Center Subject Matter Expert to drive harmonization and rollout of contact center processes across European markets. You will map processes, document guidance, and create knowledge articles to enable consistent customer experiences.

You will serve as the main contact for global standards, monitor quality, deliver Train-the-Trainer sessions, and generate insights to improve efficiency across countries. Willingness to travel across Europe is required.

Qualifications

• Solid experience in a Contact Center environment.
• Fluent English; another European language is an advantage.
• Willingness to travel regularly across Europe.

Responsabilités

• Drive 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.
• Create, review, and maintain 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.

Connaissances

Contact Center

Process Management

Stakeholder mgmt

Process documentation

English fluent

Travel across Europe

Formation

Business Administration degree

Description du poste

Miele France is seeking a Global Contact Center Subject Matter Expert to drive harmonization and rollout of contact center processes across European markets. You will map processes, document guidance, and create knowledge articles to enable consistent customer experiences.

You will serve as the main contact for global standards, monitor quality, deliver Train-the-Trainer sessions, and generate insights to improve efficiency across countries. Willingness to travel across Europe is required.