Job Summary
The candidate will work closely with Contact Centre to lead Contact Centre’s transformation projects for channel migration and process improvement for efficiency gains.
Job Descriptions
- Responsible for leading the implementation of ongoing business process improvements and projects in Contact Centre, with a direct focus on Contact Centre Modernization project. This includes managing existing projects and leading the development of new projects from inception through to delivery into production.
- Develop a new digital strategy for Contact Centre to reduce dependency on human-assisted channels.
- Responsible for measuring projects/process output, performing analysis to identify long term and quick-win enhancements.
- Inspire and influence key stakeholders to significantly improve customer satisfaction by adopting & implementing digitalization initiatives of business process improvement.
- Participate in process review for defining, creating, reviewing and maintaining a complete process catalogue. Working with key stakeholders across the organization to define, document, review, and improve operational workflows in Contact Centre.
- Develop and manage realistic and comprehensive project plan (people, process and technology) that deliver the objectives.
- Facilitate day to day coordination and act as a liaison between assigned project resources, project delivery owner and key stakeholders.
- Holding project members accountable for to timely completion of quality deliverables and milestones.
- Able to translate business objectives into a coherent set of processes.
- Prioritize activities to make the best use of the department’s resources and work with operational teams to implement the changes with minimal impact on business operations.