Process Improvement and Automation Manager
Mức lương: Thỏa thuận
Đã hết hạn nộp hồ sơ - 117 lượt xem
Ngày cập nhật: 27/11/2019
Thông Tin Tuyển Dụng
Hình thức làm việc: Toàn thời gian
Chức vụ: Trưởng nhóm
Ngành nghề: Tư vấn/Chăm sóc khách hàng, Thực phẩm/Đồ uống
Mô tả công việc
- Analyze contact center data and contribute to organizational strategic plans through meaningful insights, trend analysis, customer behavior reports.
- Work closely with Care Tech Indonesia to deploy/ implement automation for daily operation to reduce care manpower, optimizing care process and cutting the cost. AND/ Explore additional support channels, tools and automation to improve support experience.
- Introduce best industry practices and ensure quick deployment or enhancements of processes and systems
- Develop understanding of our business processes and ensure resolution in the most efficient manner
- Monitor and track the performance metrics for Vietnam contact channels for support - phone, email and social media
- Engage, align and create accountability for stakeholders on the knowledge sharing process across teams
- Be involved in cross-functional projects on customer/driver / merchant satisfaction - working with product, marketing teams to enhance the overall customer experience
- Work closely with Care Tech Indonesia to deploy/ implement automation for daily operation to reduce care manpower, optimizing care process and cutting the cost. AND/ Explore additional support channels, tools and automation to improve support experience.
- Introduce best industry practices and ensure quick deployment or enhancements of processes and systems
- Develop understanding of our business processes and ensure resolution in the most efficient manner
- Monitor and track the performance metrics for Vietnam contact channels for support - phone, email and social media
- Engage, align and create accountability for stakeholders on the knowledge sharing process across teams
- Be involved in cross-functional projects on customer/driver / merchant satisfaction - working with product, marketing teams to enhance the overall customer experience
Yêu cầu ứng viên
- Overall 3+ years of experience in care Tech and/ or contact center and/or operations and proven record on building customer satisfaction, optimizing process, cutting cost.
- Strong stakeholder and project management capabilities
- Knowledge in care Tech, CRM (Salesforce, Zendesk, Nanorep, Helpify, Social Studio…) and Apex coding is an advantage
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Can thrive in a fast-paced environment and feel comfortable with a very high level of responsibility
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
- Complete understanding of contact center metrics/ process
- Decisiveness and attention to detail
- Data-oriented mindset
Keys Success:
- To reduce the incoming contact.
- To increase automation percentage in overall care process.
- To optimize process, decrease AHT, increase utilization, decrease the number of agent, reduce cost per ticket.
- Strong stakeholder and project management capabilities
- Knowledge in care Tech, CRM (Salesforce, Zendesk, Nanorep, Helpify, Social Studio…) and Apex coding is an advantage
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Can thrive in a fast-paced environment and feel comfortable with a very high level of responsibility
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
- Complete understanding of contact center metrics/ process
- Decisiveness and attention to detail
- Data-oriented mindset
Keys Success:
- To reduce the incoming contact.
- To increase automation percentage in overall care process.
- To optimize process, decrease AHT, increase utilization, decrease the number of agent, reduce cost per ticket.
Quyền lợi được hưởng
- 18 annual leave days
- Laptop for staff
- GoPay credit for staff
- Laptop for staff
- GoPay credit for staff
Cách thức ứng tuyển
Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp
Giới thiệu về công ty
GO VIET TECHNOLOGY TRADING COMPANY LIMITED
RomeA Building, 117 Nguyen Dinh Chieu, Ward 6, District 3, HCM City
Người liên hệ: Talent Acquisition Team
RomeA Building, 117 Nguyen Dinh Chieu, Ward 6, District 3, HCM City
Người liên hệ: Talent Acquisition Team
Go-Viet is a Vietnam technology company with the goal of uplifting daily life of Vietnamese people with convenient services for all need (transportation, delivery, shopping, payment, etc.). Our goal is to become the largest service platform for all customers' needs. Ẩn chi tiết
Bạn đang xem tin việc làm Process Improvement and Automation Manager trong ngành được tuyển dụng tại bởi GO VIET TECHNOLOGY TRADING COMPANY LIMITED. GO VIET TECHNOLOGY TRADING COMPANY LIMITED đang cần tuyển 0 người nhân sự với hình thức làm việc: Toàn thời gian cố định. Yêu cầu kinh nghiệm Không yêu cầu. Website tìm việc làm timviec24h.vn cập nhật tin Process Improvement and Automation Manager cách đây lúc 26/01/2020 00:00:00. Người tìm việc lưu ý không nên đặt tiền cọc khi xin việc . Chúng tôi luôn cố gắng đưa tin tức tuyển dụng nhanh và chính xác nhất cho bạn.
GO VIET TECHNOLOGY TRADING COMPANY LIMITED
Địa chỉ: RomeA Building, 117 Nguyen Dinh Chieu, Ward 6, District 3, HCM City
Quy mô: 100-499 nhân viên
Việc làm tương tự
Process Improvement and Automation Manager
Mức lương: Thỏa thuận | Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ