Process Excellence - Contact Center

Job Description

Process Analysis & Optimization

• Evaluate and optimize existing Contact Center processes to remove inefficiencies and bottlenecks.
• Develop strategies for workflow improvement, reduced operational friction, and enhanced customer satisfaction.
  
  

• Collaborate with cross-functional teams, including IT, Operations, and Customer Care, to understand business needs and process challenges.
• Engage with external vendors and partners for system enhancements and solutions.
  
  

• Support the integration of advanced tools such as CRM platforms, Chatbots, IVRs, and social media ORM platforms to streamline Contact Center operations.
• Stay up-to-date with CRM functionalities, proposing enhancements as new features become available.
  
  

• Establish KPIs and metrics to evaluate the impact of process improvements on Contact Center performance.
• Provide data-driven insights and actionable recommendations to leadership for continuous improvement.
  
  

• Lead training sessions to ensure effective adoption of new tools and workflows by end-users.
• Drive change management initiatives to cultivate a culture of continuous improvement across teams.
  
  

• Ensure adherence to data privacy, security, and governance regulations in all operational processes.
• Identify risks in new process implementations and provide recommendations for mitigation strategies.
  
  

• Promote judicious use of natural resources.
• Adhere to the organisations environment, health, and safety policies, objectives, and guidelines.
  
  

• Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
• Understanding of ethical standards and the importance of integrity in business practices.
• Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual