The Query and Issue Management Process Engineer will be an integral member of our operations team focused on simplifying and streamlining our Customer Care processes, all while driving a continuous improvement mindset within our operation.
We are looking for someone who can apply QMS and Process Engineering approaches to Customer Service Operations. This individual will have direct impact on our agents;
as well as our customers, partners and sales team experience. This individual will be leveraging state of the art technology along with their expertise to continuously improve our operations and be responsible for improving the processes at the location where they reside.
They will also engage regionally, globally and cross functionally with other QIM Processes Engineers and our Process, Transformation and Automation and Quality organization to ensure we can continue to remove variability from our processes, drive continuous improvement, implement new technologies and processes, all while ensure we continue to deliver an excellent customer experience.
This individual will have the opportunity to work on both Transformation and Run the Business efforts, as well as shape the operations processes to a globally aligned (80 / 20) framework.
Individual will have exposure to Sr. Level leadership within QIM and OMS as they play a critical role in our future state success.
Responsible for optimizing key processes to deliver operational targets, improve productivity, quality and scale transformation efforts regionally.
This individual will own assigned processes, analyze their effectiveness, review and leverage best practices, provide insights into process performance;
as well as understand potential for standardization, simplification and automation. This is a key role in OMS operations to transform our processes to be best in class.
To be successful in this role, this individual will :
Analyze data on relevant project metrics and trends in audit findings, customer surveys and draws inferences as well as identifies corrective, preventative and improvement action plans to improve overall customer satisfaction
Set direction and leads deployment of processes and best practice implementations within the region
Provide consulting around processes
Conduct process training
Define and implement key process improvements at site / regional level
Be involved in the study, analysis and deployment of org wide tools
Review process training courseware, brings in improvements
Perform other duties as required
KEY RESPONSIBILITIES :
Execute transactional process designs and programs to support the company strategy across multiple layers of organization
Develop business cases, ROI analytics, impact analysis and prioritization requirements for program selection
Translate opportunities to process steps, organizational design, and tool requirements
Identify and execute document current state "as-is" and "to be" process flows, system flows, and data flows
Coordinate across the region to determine impacts from implementation of future state solutions
Understand best in class capabilities in the industry and leverage knowledge to drive future capability roadmaps
Partner with various organizations to ensure alignment
Be a strong partner to regions to understand business needs and drive automation where possible
MEASURES OF SUCCESS :
Implementation process improvements, automation and simplification
Clear achievement of agreed measures of success
Demonstrable program sustainability and scalability
Achievement of OMS strategic and performance goals
Education and Experience
Typically requires 9+ years of related experience in a professional role with a Bachelor’s degree; or 5+ years with a Master’s degree;
or 2+ years with a PhD; or equivalent experience
Job Family : Sales-Operations Engineering Job ID : R043632