Process Specialist

A – Supervise, manage Customer Care workforce

- Proactively forecast Customer Care workload and make planning the overall work schedule for the entire department and extending it to Team Leaders. Manage Call Center team, Bot, system, customer experience and quality framework of Customer Care

- Handle system-related issues received from Team Leaders for challenging cases

- For system changes, analyze the changes and propose test scenarios and test cases to the Manager For review

- Participate and lead improvement of Process/Procedure to optimize process and productivity of Call Center

B – Process Optimization

- Conduct thorough business process reviews to understand the efficiency and effectiveness of current operations.

- Identify areas for improvement within existing processes.

- Ensure that operations are both efficient and effective.

- Develop recommendations based on process analysis.

- Implement process improvements to enhance overall efficiency.

- Continuously monitor the results of implemented changes.

- Ensure that the optimized processes are suitable with current situation and positive outcomes.

C – Others:

- Other tasks are assigned by line manager

A – Experience:

02 years' experience in Call Center

Strong analytical skill

B – Skills:

Effective Communication

Good at MS office (Word, Excel) skill

Leadership skills and the ability to motivate and develop staff

Problem-Solving

Process Analysis