Customer Service Process Transformation, Senior Manager

On The Job You Will Support department head in developing programs and roadmaps pivoting a human center contact center for servicing customers and distributors. Review, design and execute changes to internal processes, eliminate redundant tasks and drive digital processes for the benefits of customer and staff experience. Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human center process. Design customer journey v

Eames Consulting - Hong Kong - Full time

Salary: Competitive

On The Job You Will
  • Support department head in developing programs and roadmaps pivoting a human center contact center for servicing customers and distributors.
  • Review, design and execute changes to internal processes, eliminate redundant tasks and drive digital processes for the benefits of customer and staff experience.
  • Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human center process.
  • Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions and promote STP.
  • Employ data to identify improvement opportunities and establish actions plan for service and process transformation.
  • Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leader Agenda for Contact Center.
  • Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance; and prepare management updates material and presentation.
  • Lead review meetings, deliver regular communications regarding center performance progress, area of attention and expected improvement actions.
  • Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard and workforce management.
  • Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.
We Are Looking For Someone With
  • Degree holder, with minimum 8+ years of experience in Financial Institutions.
  • Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
  • Experience in insurance industry and agency servicing would be an advantage.
  • Highly self-motivated, independent with collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
  • Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.
  • Strong in problem solving, logical and structured, comprehend complex situations for effective solutions and alternatives.
  • Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.
Apply
22187710

OTHER ASIAXPAT SITES:

Ad