Junior Product Owner - Call Center Services

Aufgaben About UsWho is Mercedes-Benz Financial ServicesMercedes-Benz Financial Services part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle. Why work at Mercedes-Benz Financial ServicesWorking at Mercedes-Benz Financial Services is more than a job - its an opportunity to join an innovative team where you are valued for your contributions. As an employee you will experience career development in a positive employee-centric environment. Were a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable friendly environment and relaxed inclusive culture. BenefitsWhen working at Mercedes-Benz Financial Services you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.As a new employee you will have the opportunity to take advantage of the following benefits that go beyond - beginning day oneGet Rewarded Competitive salary plus an annual bonus based on company performance andor personal yearly performanceNeed a vacation How about just some time for YOU In addition to our vacation time youll receive fifteen 15 additional corporate holidays which will allow you to celebrate religious holidays or escape to the spa Designed to be flexible we let you decide which days are most important to youRide in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease ProgramWe want you to be healthy Outstanding medical dental and vision insurance employer-paid short and long term disability plus on-site exercise facilitiesIs your family growing Enjoy generous paid Family Leave Programs - Six Weeks for New Parents Adoption Expense Reimbursement Programs - up to 6k per childWant to go back to school Tuition Assistance Scholar Program - receive up to 8k in vouchers to complete business-related coursework6k for undergraduate8k for graduateJob OverviewThe Call Center Services CCS Junior Product Owner helps to define the vision product roadmap and backlog delivery for the following CCS applications Automated Call Distribution ACD Call Recording Dialer Interactive Voice Response IVR Speech Analytics and Telephony Performance Metrics. This role supports the Senior Product Owner and development team in identifying product requirements and features that deliver value to both organizational stakeholders and customers. This is accomplished by providing data analysis and research knowledge and engagement of our business participating in agile development methodologies and building relationships with our Operations colleagues to gain an understanding of their needs and how the products can support those needs. This role is key in delivering product quality reliability availability production support and documentation. In addition this role helps manage the vendor that provides language interpreter services. The scope covers the Americas hub Canada Mexico and U.S. and works closely with our partners in Maastricht Netherlands and Bangalore India ensuring a seamless product experience for customers employees and management.ResponsibilitiesSupport Senior Product Owner in providing liaison and consultation services for strategy development training and maintenance support for call distribution call recording dialer quality management speech analytics and telephony metrics for the Americas hub Canada Mexico and U.S. This is accomplished by working closely with our partners in Maastricht Netherlands and Bangalore India ensuring a seamless product experience for customers employees and management.Manage all CCS applications to ensure they function in a manner that maximizes the customer experience operates at peak efficiency and fully supports the business. Identify trends and root cause of issues and ensure prompt attention from all required parties. Support in managing the vendor that provides language interpreter services. 45Manage consultation services and the communication of all enhancements to applicable business units for optimal customer experience. Share application strategies and enhancement recommendations so that business decisions can be made quickly and systems updated as applicable. 20Contribute to creating new and improving existing technology-based products and customer experiences by refining requirements of specific features and helping to determine priority of development. This will be achieved through data analysis customerstakeholder engagement research etc. As a supporting business role this position will also elaborate on user stories to provide details to ensure that the desired end-user experience is achieved. 10Participate in the creation of test cases authoring and executing user acceptance testing UAT as required for product releases categorize bugs by severity and make decisions on release impact and post-launch monitoring of released product enhancements to ensure the highest possible quality for the organization. 10Create and deliver instructions training and communication to organizational stakeholders regarding the operation and impact of product releaseslaunches. Work closely with Operations on agent training plans surrounding major release activity. For products that require business use of User Interfaces UIs and User Experience UX prepare and update content settings and system logic to facilitate end-user experiences. 10Support in maintaining and adhering to CCS policies and procedures ie ISAs records retention management etc.. Collaborate with Operations IT DIAA etc. to ensure processes documents and procedures are aligned with the organizations compliance expectations and daily support needs. 5 Qualifikationen QualificationsApplicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.This position requires a minimum of 4 years of overall work experience. Preferred experience includesBusiness-General 2 yearsCollections 1 yearCredit 1 yearCustomer Service 1 yearInformation Technology 1 yearManagementRemarketing 1 yearVendor Management 1 yearEducationHigh School DiplomaGED is required Bachelors Degree is preferred.Additional KnowledgeMinimum of 1 year of experience with Genesys Cloud and JIRA preferred.SkillsAnalytical skillsAbility to integrate information from a variety of sources with varied levels of complexityAbility to collect data and establish facts and identify trends and variancesIT skillsTestingLanguage skillsSpanish French CanadianPC skillsMicrosoft OfficeCorporate MainframePresentation skillsProblem Solving skillsProject Management skillsTeam memberAdditional SkillsExceptional communication written and verbal skills listening and negotiation skills relationship building - 2 years preferred.Recommended PrerequisitesTeam Leader or Supervisor in Call Center Environment Business Analyst Posting StatementIf you were not re-directed successfully after clicking the Apply for this job" button please click the following link to search and apply for the role on the local career portal httpsdaimler.taleo.netcareersectionexjobsearch.ftlMercedes-Benz Financial Services offers competitive salary performance-based bonuses and a full suite of benefits including 401K with match generous vacation and personal time a Mercedes-Benz car program as well as flexible work arrangements.EEOMinoritiesFemalesDisabledVetsLI-JM2