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Credit Solutions Services Recruitment 2023/2024

Applications are invited from interested and suitably qualified candidates for Credit Solutions Services Recruitment 2023/2024.

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Credit Solutions Services – The company offers outsourced financial recovery services, technology-based call center services, automated robotic document management, and legal processing.

We are recruiting to fill the following position below:

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Page Contents

Job Title: Business Process Analyst: Contact Centre

Introduction

The primary responsibility is to optimise the operational processes within the contact centre to enhance efficiency, improve customer experience and achieve business objectives.

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Duties & Responsibilities

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. Training and Documentation: Develop training materials and documentation to ensure that contact centre agents and staff are well-informed about updated processes and procedures.
  6. 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.
  7. Change Management: Support the implementation of process changes by working closely with stakeholders, providing training, and addressing any challenges that arise during the transition.
  8. Quality Assurance: Collaborate with Quality Assurance teams to ensure adherence to processes and identify areas for improvement in agent performance.
  9. Data Analysis: Utilize data analysis techniques to identify trends, patterns, and areas of concern, and provide actionable insights to management.
  10. Continuous Improvement: Promote a culture of continuous improvement within the contact centre by encouraging feedback and regularly reviewing and enhancing processes.
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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

Market Related

How to Apply

Interested applicants should kindly visit the company website to get more details and submit the application(s). 

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