Responsible for customer journey analysis, identifying gaps, proposing improvements and scalable gains in customer service, and interfacing with business areas with a results orientation
Job Summary
Responsible for customer journey analysis, identifying gaps, proposing improvements and scalable gains in customer service, and interfacing with business areas with a results orientation.
Analyze continuous improvement, identify and map customer journey improvement possibilities, critique processes, and implement improvements.
Benefits include meal and food vouchers, health and dental plans, life insurance, birthday day-off, parental leave, childcare assistance, and access to exclusive self-care services.
Matching Summary
Responsible for customer journey analysis, identifying gaps, proposing improvements and scalable gains in customer service, and interfacing with business areas with a results orientation.
Skills & Requirements
Must-have
Customer journey analysis
Gap identification
Scalable customer service improvements
Business area interface
Results orientation
Analytical thinking
Assertive communication
Nice-to-have
Continuous improvement analysis
Process critique and implementation
Systemic view of regulatory impacts
Key Requirements
Graduation in Administration, Economics, Law, Accounting, or related areas
Proven experience in BPO management
Proficiency in Excel and data analysis tools
Management of deadlines and work under pressure
Experience with mapping and optimization methodologies