Customer Service and Process Enhancement, Senior Manager - Hong Kong, 香港 - Eames Consulting

描述

• 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

• 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