Senior Specialist, Issue to Resolution Contact Center Process Transformation - Merck (Hawaii)

Job Description

Our Finance team brings together our financial perspectives into our overall strategic and tactical decision making. We use state-of-the-art techniques for financial analysis, planning, accounting, reporting and performance evaluation. This allows the organization to continue advancing medical innovation and improve lives.

Position Description:

The Issue to Resolution (ItR) Contact Center Process Transformation Senior Specialist will be accountable for promoting end to end process solutions in service delivery across multiple functional areas/business domains. These processes include all intake channels and activities that advocate the Voice of the Customer.

This role will examine processes against established technological capabilities of cross functional, end to end service delivery tiers.

This role will be accountable for documenting and maintaining all ItR process flows and journey mapping, using tools such as Microsoft Visio, PowerPoint. this role will interact with functional representatives to ensure business process and rules are aligned to the Issue to Resolution framework.

This role will facilitate cross functional process changes with stakeholders in support of introducing new services, requirements, tools and technologies. Tasks will include auditing proposed changes to existing processes and procedures as needed. Participation in requirements gathering, planning, validating and testing to ensure business sponsor expectations are met will be expected. This role will support the roll out of all process improvements that affect Issue to Resolution, including the creation of test plans, and participation in testing as well.

This role will work with IT and Digital workstreams to accelerate adoption of newly introduced capabilities, while also recommending improvements, including coordination of applicable updates that impact training and readiness as needed. Experience in cognitive and automation capabilities is highly desired.

Experience in global shared service centers and implementing ServiceNow and contact center technologies is desired. The candidate will have demonstrated ability to translate disconnected processes and work details into end to end solutions with a focus on customer experience. The candidate will have experience in supporting KPI and SLA targets.

Primary Duties

+ Participate in client engagements and work streams related to process improvements and operational analysis for customer-facing services across functions

Position Qualifications** **:

Education Minimum Requirement:

+ Undergraduate completion in a related field

Required Experience and Skills

+ Minimum 5+ years with heavy focus working in customer service, contact center environment or digital customer field

+ Deep functional knowledge in three or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, quality management, training, technology support, digital customer service technology platforms, reporting metrics/KPIs, and supplier/contract management

+ Ability to evaluate benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, contact center technology, cognitive and automation capabilities

+ Strong communication and influencing skills across a global enterprise

+ Experience with ServiceNow service management platform

+ Solid knowledge of contact center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM)

+ Ability to drive continuous process improvement projects causing to significant time or bottom line savings.

+ Works well under pressure with high quality results

+ Strong Negotiation and influencing skills.

+ Demonstrated Problem solving and critical thinking

+ Teamwork orientation

+ Process improvement and drive for results

+ Able to Deal with ambiguity

+ Organizational agility and prioritization

+ Proven communication and proactivity

+ Strategy development and risk management

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue **Inventing For Life, Impacting Lives** while **Inspiring Your Career Growth** .

INVENT.

IMPACT.

INSPIRE.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL [survey.sogosurvey.com]) if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)

EEOC GINA Supplement​

OFCCP EEO Supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf)

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Remote Work

Shift:

1st - Day

Valid Driving License:

Yes

Hazardous Material(s):

Number of Openings:

1

**Requisition ID:** R102889

* This article was originally published here