Customer Service/Contact Center AssistantAt DuPont, we are working on things that matter; whether it's providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, then DuPont is the company for you!The Global DuPont Contact Center (DCC) Associate provides application and work process expertise in support of the DuPont Contact Center processes including: metrics, training, root cause investigation, work process documentation, quality assurance and improvement initiatives. The DCC Specialist is expected to have above average work process and systems skills and knowledge.Your key responsibilities will be:Implement, review, and report work process and system improvements against metric performance.Provide input to proposed or needed system or telephony configuration changes in order to meet business needs.Test application enhancements and new releases on technology.Implement new processes, systems, and programs.Identify and correct gaps in application or work process documentation.Provide support to agents regarding work process issues or questions.Partner with Team Leaders to drive overall operational excellence.Participate in local and global work process, functional and business forums to share and/or solicit best practices.Review and obtain proper approvals on business work process deviations.Provide support for implementation of Mergers, Acquisitions, and Divestitures & JVs.Conduct required annual work process and business rule reviews.Requirements:Bachelor's Degree or equivalent work experience.Leadership of business specific, regional or global projects.Training and meeting facilitation experience (leading meetings/conference calls).Contact Center functional experience and background preferred.Demonstrate confidentiality, teamwork, and interpersonal effectiveness skills.Excellent oral and written communication skills.Thorough knowledge of respective role and integrated work processes, technologies, and applications.Technical system knowledge, including ability to use various reporting.Fluent in English is required, Spanish is a plus.DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.
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