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Contact Center Process Specialist
hace 2 meses
Job Title: Contact Center Process Specialist
Job Summary:
We are seeking a highly skilled Contact Center Process Specialist to join our team at Exoticca. As a Contact Center Process Specialist, you will be responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases.
Key Responsibilities:
- Evaluate and define appropriate processes and procedures across contact channels, teams, and use cases.
- Act as the primary point of contact interfacing cross-functionally to ensure customer service requirements and constraints are considered.
- Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.
- Map processes and procedures and use data insights to continuously identify efficiency, productivity, and customer experience improvement opportunities.
- Represent the "voice of the customer" in process design, while taking into account business constraints.
- Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement.
- Summarize, visualize, and present data.
- Provide support and expertise to help implement various projects and initiatives.
Requirements:
- Minimum of two (2) years of call center industry experience, with at least one (1) year in the travel sector.
- Minimum of two (2) years experience dealing with processes and procedures, quality, business analysis, or project management role.
- C1/C2 level English (verbal, reading, writing) is required. B1/B2 level in Spanish (verbal, reading, writing) is preferred.
- Familiarity with CRM, order management, and contact management systems and practices is a plus. Salesforce knowledge and experience are highly desirable.
