Job Duties:
Support and develop programs and roadmaps to enhance the operation workflow of the customer service contact center
Review, design and execute changes to internal process, eliminate redundant and manual tasks to drive digital process for the benefits of customer and staff experience
Identify customer needs and expectation to revamp and modernize contact center systems
Deign customer journey via IVR and Chabot to optimize the usage of self-serve functions and achieve process straight through
Identify improvement opportunities and establish action plans for service and process transformation
Work with internal and external parties to facilitate the implementation of initiatives
Work with teamheads from different workstreams under contact center for capacity planning and workforce management
Requirements:
Degree holder with 8+ years of experience in Financial Institution
Background in customer journey design, contact center / operations management, digital transformation or process re-engineering
Experience in insurance industry would be an advantage
Excellent presentation and communication skills in English and Cantonese
Strong problem solving, logical and structured, comprehend complex situations for effective solutions an alternatives
Knowledge of Contact Centre technology, ie. Salesforce, Chatbot, Voice-bot, Live chat, Workforce Management tools would be an advantage
