Process Excellence - Contact Center

Job Description

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. a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual