IT recruiter at Pylon Consulting
Views:1217 Applications:346 Rec. Actions:Recruiter Actions:143
Process Design Role - Customer Experience - BPO (2-8 yrs)
Opportunity for CX Process Design
Responsibilities :
- Lead process-design improvements. Identify Customer Journey re-engineering opportunities through strategic reviews/metrics analysis/VOC analysis, and benchmarking to optimize existing processes.
- Lead capability building of the operations/support function teams to improve the correct adoption of methodologies and process flows.
- Be the Subject Matter Expert who provides analytical support and guides teams on what/how to improve process flows, in tune with customers- expectations.
- Ideate/create and lead new projects focused on customer experience, automation-leverage, and measurable goals/business impact.
- Lead efforts to implement process Control and Management - process mapping, designing, documentation, metrics, monitoring systems, and process ownership.
- Identify projects and implement improvement initiatives using methodologies such as Lean Six Sigma / QC Story tools.
- Support the implementation/leverage of best practices to ensure process improvements are institutionalized throughout the business
- Maintain project performance measures on a regular basis to report to leadership on project status
- Driving Change and Innovation: Effectively influence others (all levels of the organization) to embrace change, help overcome change resistance and seek out effective ideas and implement those to improve Customer Experience
- Structured problem-solving skills and experience: Use a systematic, disciplined and fact-based process that gets to the root cause of problems
- Quantitative Data Analysis aptitude: The ideal candidate would enjoy working with data and should be able to synthesize quantitative data to draw business conclusions. Mature reporting and presentation skills are required in this role.
- Act as a coordinator for all the process and Customer Support related requirements for specific Change Management efforts or launch of new customer journey flows for new products.
- This is an Individual Contributor role, where close collaboration with ~2 to 6 team members will be imperative. Working with at least 3 stakeholders at a time, will also be the norm.
Skills Required:
- Hands-on experience in lean deployment will be a plus
- Advanced analytical skills - Ability to do independent analysis and arrive at conclusions
- Strong facilitation skills - Customer-interaction should be a strong-point, understanding of Customer Journey Mapping will be a big plus
- Excellent interpersonal and communication skills
- Ability to conduct end-to-end process mapping and managing process improvement/process re-engineering
- Ability to develop process frameworks
- Ability to train and conduct workshops whenever required
Education Qualification :
BE / Any Graduation
Post-Graduation : MBA/PGDM ( Operations / Project Management Preferably ) / Any Post
Graduation, Graduation + relevant experience
Experience: 2+ years of experience in a very similar role or 4+ years of experience in a role covering the major aspects of the JD
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.