Customer Service Project Engineer

POSITION OVERVIEW:
The Cust Svc Project Engineer position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. Customer Service Project Engineer role also conducts time and methods development studies to establish standards for customer contact departments.

ESSENTIAL FUNCTIONS:

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.
• Develops procedures and work standards for call center network operations.
• Provides productivity analysis and reports for all customer service activity.
• Develops and implements work standards and processes for other departments answering customer calls.
• Designs and develops of call center facility layouts using ergonomic standards.
• Analyzes network staffing scheduling plan in comparison to workload and call volume and makes recommendations for changes to ensure productivity and service are protected.
• Assists in training/support of coworkers.
• Researches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments.
• Surveys related to industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, to include number positions, locations, and size.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, essential functions and qualifications required of employees assigned to the job.

QUALIFICATIONS:

• Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.
• Five (5) years' professional experience in engineering, planning or standards development for operations.
• Demonstrated knowledge in engineering, planning or standards development for operations.
• Strong analytical skills.
• Computer skills.
• Communication skills.
• JOB CONDITIONS:
• Some travel required

Preferred Skills/Knowledge:

Design end-to-end customer problem resolution processes within a contact center environment. - Define and optimize multi-channel support processes (Telephony, IVR, Email, Chat, Self-Service) within Salesforce. - Create reports and dashboards that translate business needs and KPIs into actionable insights in Salesforce. - Facilitate cross-functional alignment around the customer journey, ensuring designs reflect customer needs and experiences. - Drive operational improvements through innovative solutions and emerging technologies, including AI/GenAI.