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Process Excellence
2 weeks ago
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.
Stakeholder Collaboration
- 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.
Technology Integration
- 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.
Performance Monitoring
- 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.
Training & Change Management
- 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.
Compliance & Risk Management
- 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.
Environment, Social & Governance
- Promote judicious use of natural resources.
- Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.
Anti Bribery Management Systems (ABMS)
- 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
