Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe`s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
“Are you ready to make a key contribution to the further development of our sales and value strategy in customer service? Data provides the basis for decisions and changes operational processes. Based on your analyses, our goal is to continue on the path towards a performance principle in customer service together.” – Michael Meiers, Vice President Customer Contact br> br>
What you’ll do
Your tasks include independent data compilation, analysis and evaluation, also with regard to cross-system databases and data architectures
You'll take care of the result-oriented answering of complex questions by means of raw data analysis, data evaluation, performance insights or special analyses
You're responsible for the optimisation of Smart Contact Routing in CS Inbound, Outbound and Chat (Digital Channels) – this includes contact management, routing, queue management, etc. using artificial intelligence and artificial intelligence
The development and professional management of structures and processes to increase customer value in the context of retention, upselling and migrations as well as the analysis of relevant customer and agent performance data for the best possible interaction (e.g. routing in inbound and outbound) are part of your daily business
You'll support the optimisation of the current processing principles in customer service for the defined customer segments
You're involved in the continuous identification of action areas in cooperation with all interface areas at Sky, within Customer Service (internal service centres, partner areas, etc.) as well as outside (IT, process teams, etc.) and external partners (external service centres, IT partners, etc.)
You enjoy checking the defined rules in the relevant systems and implementing quality checks
You'll make a central contribution to the definition of requirements for meaningful value reports, to setting up an automated delivery of these reports and to the implementation of important commercial projects
What you’ll bring
You've a degree in IT (or comparable training) and at least 5-6 years of professional experience
You'll bring a very high IT affinity as well as knowledge in data visualisation with Power BI, in CRM systems (e.g. Sales Force) and in CS dialer systems such as ttcall and telephone systems
Experience in regression analysis, predictive scoring, SQL and in the optimisation of smart contact routing in inbound/outbound and chat/digital channels distinguish you
Comprehensive customer service knowledge, especially in the management of service centres as well as experience in the field of AI (artificial intelligence) characterize you
Very good understanding of systems and thinking in data structures, high analytical skills as well as affinity to commercial topics are among your strengths
You describe yourself as motivated, flexible, resilient, open, self-initiated and solution-oriented
A good command of written and spoken English rounds off your profile, knowledge of German is optional
At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:
Free Sky Q
Company pension scheme
Sky Company Bike
We're proud to be an equal opportunity employer.
It is important to us to provide a fair and equal workplace for everyone. We strongly believe that a culture of diversity allows us to grow together and encourages creativity and innovation. Therefore, we will consider all qualified applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity.
Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.
To find out more about working with us, search #WirbeiSky or #LifeatSky on social media.
A job you love to talk about.
Sky Deutschland GmbH br>
Human Resources & Organisation br>
Your Contact: Simone Witzigmann