Shell STAS - Customer Operations Support Analyst

Bu ilan Shell Petrol A.Ş'nin, Open Resourcing (Açık İstihdam) sisteminin Global Workday alt yapısı çerçevesinde güncellenmesi sonrası erişiminin olmaması nedeniyle Shell Petrol A.Ş. çalışanlarının ilanlara başvuru yapabilmesi için özel olarak yayımlanmıştır.

Paylaşılacak ilan linkleri Shell Çalışanları dışında 3. Şahıslar ile paylaşmamanız şirket içi bilgilerin gizliliği açısından çok büyük önem taşımaktadır.

İlan Tanımı

Job Family Group: Commercial and Retail

Management Level: 06

Present Company: TR03 Shell & Turcas Petrol A.S

Country/Region of Work Location: Türkiye

Target Hire Date: August 1, 2023

Worker Type: Regular

Posting End Date: July 4, 2023

Business Unit: Downstream

Job Requisition ID: R125424

Location: Istanbul - Esentepe

Posting Date: 16/06/2023 - 5 days ago

Job Family: B2B/B2C Customer Operations

Time Type: Full time

Job Type: Regular

Supervisory Organization: DDO/BB CO Turkey (Mustafa Erin) (59711214)

Hiring Manager: Mustafa Erin

Sorumluluklar

Job Description:

Job Purpose

Provides support to Customer Operational teams specifically to ensure that the operation is able to function seamlessly. Support relates to the operation of the Customer Facing Technology and the associated information which is extrapolated from the various Customer Facing Tools. Be the ambassador of Data & Analytics and represent Turkiye in regional/global platforms.

Principle Accountabilities

• Champions SOP consistency within Centre - specifically relating to the way systems operate and how information in the systems is logged.

• Responsible for building knowledge and understanding of the Customer Facing systems (CIM/CRM/IVR) and how they operate.

• Ensure operational alignment to key Customer Facing design principles including aligning to the organisational model to ensure that the operation is able to function seamlessly.

• Responsible for interpreting MI extracted from the various CF Tools

• Highlights central themes related to Centre and OU performance -sharing these internally and with other centres.

• Provides support to front line staff around the Customer Facing Technology ensuring that multiple user related incidents are effectively managed within SLA

• Focal person for BCP/DRP and related technology impacting incidents

• Sources detailed Rout Cause Analysis reports pertaining to historic incident tickets

• Key interface into other technical teams - SOM, SBO IT, GID,BT, Turk Telekom

• Ensure that the operation is adequately sized (in conjunction with the Ops Manager)

• Provide Work Force Management “On Demand” specifically forecasting and operational analysis.

• Works with Operational Team to ensure that the organisation is correctly sized.

• Works with Global Team to facilitate Go-Lives of the related projects and participate in patch deployments and tests.

Aranan Nitelikler

Job Knowledge, Skills and Experience

• Understand/working knowledge of Customer Operations Model.

• Full knowledge of IT applications within the operation inc CF tools

• Full knowledge of Group policies and standards.

• Has experience in Customer Service and or Industry.

• Individual needs to have an understanding of the underlying structure of the Customer Operations Centre

• Has Continuous Improvement mindset.

• Knowledge of Data & Analytics tools like Power BI, Alteryx etc.

Key Challenges:

• Coordinating the customer experience which involves multiple stakeholders often in multiple locations.

• Managing different expectations of business partners.

• Collaborating with central support teams to ensure sustained delivery of customer experience.

• Requires detailed knowledge of Customer Facing Technology

• Ability to priorities activities

Languages:

• English Listening & Speaking - C1, English Reading - C1, English Writing - C1

Competencies

Augmented decision making Skilled

Data analysis & insights Skilled

Digital fluency Skilled

Cross business and function collaboration Skilled

Commercial acumen Knowledge

Drive continuous value Skilled

Proactive service Skilled

Customer, product & service knowledge Knowledge

Stakeholder & business management Skilled

Communicating & influencing Knowledge

Compliance Skilled

Data & Analytics Skilled

Shell

STAS - Customer Operations Support Analyst

İlan Tanımı

Sorumluluklar

Aranan Nitelikler

Ayrıcalıklar

Departman

İlan Türü

Yayınlanma Tarihi

Son Başvuru

Çalışma Lokasyonları

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