To support the transformation of Contact Centre operations by implementing process reengineering, enhancing customer journeys, and driving system improvements and automation initiatives.
Requirements
Bachelor’s degree in business, Management, or related field
4–6 years in contact center operations or process improvement, with hands-on experience in automation and customer journey mapping
Responsibilities
Conduct detailed reviews of existing workflows and recommend redesigns to improve efficiency and customer experience
Map and analyse customer touchpoints to identify pain areas and implement improvements
Identify opportunities for automation using AI, RPA, and other technologies to reduce manual effort and improve turnaround time
Collaborate with IT and vendors to upgrade systems and tools that support contact centre operations
Prepare business cases, process documentation, and performance reports for management review
Work closely with cross-functional teams including IT, HR, Compliance and Transformation to ensure alignment and successful execution
Act as a liaison between the contact centre and cross-functional teams to align on strategic initiatives
Support transformation projects, including new site launches, system upgrades, and process reengineering efforts
