Applications are invited from interested and suitably qualified candidates for Credit Solutions Services Recruitment 2023/2024.
We are recruiting to fill the following position below:
Job Title: Business Process Analyst: Contact Centre
The primary responsibility is to optimise the operational processes within the contact centre to enhance efficiency, improve customer experience and achieve business objectives.
Duties & Responsibilities
- Process Analysis: Identify and analyse contact centre processes to understand their strengths, weaknesses, and inefficiencies. Conduct process mapping and data analysis to identify opportunities for improvement.
- Process Improvement: Collaborate with cross-functional teams to design and implement process improvements. Streamline workflows, reduce bottlenecks, and eliminate redundant steps to enhance overall operational efficiency.
- Performance Metrics: Define and track performance metrics for the contact centre, such as average handle time, first-call resolution, customer satisfaction, and agent productivity. Use these metrics to identify areas for improvement and monitor progress.
- Technology Evaluation: Assess and recommend contact centre technologies and tools that can improve productivity and customer experience, such as customer relationship management (CRM) systems, workforce management software, and speech analytics solutions.
- Training and Documentation: Develop training materials and documentation to ensure that contact centre agents and staff are well-informed about updated processes and procedures.
- Customer Experience Enhancement: Work to improve the overall customer experience by ensuring efficient and effective communication channels, minimizing wait times, and implementing customer-centric strategies.
- Change Management: Support the implementation of process changes by working closely with stakeholders, providing training, and addressing any challenges that arise during the transition.
- Quality Assurance: Collaborate with Quality Assurance teams to ensure adherence to processes and identify areas for improvement in agent performance.
- Data Analysis: Utilize data analysis techniques to identify trends, patterns, and areas of concern, and provide actionable insights to management.
- Continuous Improvement: Promote a culture of continuous improvement within the contact centre by encouraging feedback and regularly reviewing and enhancing processes.
Desired Experience & Qualification
- Relevant degree
- 3 to 4 years’ experience in BPO, call centre, contact centre, CX, collections, sales, Telecom, BFSI
- Technical exposure: BPM, business process modelling, process mining, process improvement, intelligent automation, RPA, analytics, AI, chatbots, low-code
- Tools: Celonis, Signavio, Automation Anywhere
- 3-4 years of relevant experience
- Attention to detail
- Knowledge of contact centre processes
- Ability to handle concurrent projects
- Strong analytical and critical thinking
Package & Remuneration
How to Apply
Interested applicants should kindly visit the company website to get more details and submit the application(s).