CCaaS Specialist (m/w/d)* – Customer Channel Management and Analysis

The ALH Group is one of the major insurance and financial services companies in Germany. Around 3,000 employees form the foundation for our success and provide first-class service, individual advice and the long-term satisfaction of our customers. Our customers expect reliable, empathic and smooth communication – regardless of which channel You contact us. In our customer channel management team, you create the bridge between strategic orientation and operational implementation. Your focus is on intelligently controlling customer presence across all channels and developing our service processes in the omnichannel environment. Sounds exciting? From now on, strengthen our team at Stuttgart or Oberursel near Frankfurt am Main.

Analysis of the effectiveness of our channel logic and customer contact processes – including reporting on contact volume, routing quality, accessibility, solution rate, self-service usage, etc. Construction and further development of an operating KPI system for cross-channel control – e.g. for the performance of self-service routes, contact avoidance, escalation paths or skill allocation Monitoring of bottlenecks, misdirections or escalations – and deriving recommendations for action for operational or technical adjustments Review of customer experiences along the cross-channel journey, in particular at breaks such as transfers, escalations or media breaks Support in data processing for decision templates – e.g. for management bodies, departments or projects Close cooperation with the process design team to translate findings from the analysis into improvement measures Participation in the strategic development of the cross-channel control logic – together with IT, specialist areas and technology partners

Complete study – for example in the direction of economics, data analytics, business informatics, communication management – or comparable qualification with focus on analysis or control Mind. 3 years of experience in process analysis and reporting of Contact Center as a Service (CCaaaS) platforms Very good analytical skills, coupled with the talent, to prepare complex facts clearly and understandably Knowledge of relevant analysis and reporting tools (e.g. Power BI, Tableau, Qlik, Sisense, Excel, SQL, CRM/Contact Center Reporting) Structured approach, generalistic view beyond its own plate rim and equally interest in customer processes and technology Self-responsible operation, high reliability and willingness to take on professional responsibility for a subject area

Attractive remuneration: Fourteen monthly salaries from the 2nd year of service Flexible working time: 38-hour week with sliding time and hybrid working More leisure time: 30 holidays – additionally free on 24.12. and 31.12. Healthy & mobile: Wellhub, JobRad, Jobticket grant and occupational health insurance Financial Extras: operating pension, asset-effective services, corporate benefits, house rates on our products etc. Continuing: Individual continuing and continuing training Perfect entry: Structured integration as well as independent and varied activities Working environment: Modern jobs with attractive break offers such as darts, kickers and billiards