Description:
We are looking for a business process expert in the
design and use of Customer Support business applications. As part
of the Support Operations team, this person will have the lead role
to represent the business in the design and deployment of a new global
call center application. In addition, this will be responsible for
process innovation for the call center and related systems, like CRM,
as the business expands globally. Ideally this candidate will have
experience implementing as well as using call center systems for medium-to-large
sized companies.
Key Responsibilities:
• Identify opportunities for process optimization,
process redesign, or development of new process/policies.
• Partner with support management team and IT business partners
at all levels to assess, initiate, refine and drive appropriate technology
solutions.
• Exercise independent judgment in developing methods, techniques
and evaluation criteria for obtaining results.
• Ensure applicable global business requirements are defined.
Identify and lead resolution of process problems.
• Work closely with project managers, development teams, quality
assurance, and other teams to support execution of the comprehensive
project plan.
• Working with project team members to collaboratively develop
end-to-end process flows and test cases
• Hands-on functional testing and validation of business requirements
and system functionality
• Lead change management process for system deployments, including
communication, training and other launch activities.
Required
Skills
• Strong background in business process analysis,
requirements, and design, as well as data modeling and detailed functional
design
• Knowledge of business applications, with a focus on call center
systems. Experience with global call center implementations for medium-to-large
sized companies is a must.
• Knowledge of integrated, global call center technologies to
support IVR, CRM, skills-based routing, and support agent processes.
• CRM application integration to call center solution experience
is a plus.
• Has demonstrated knowledge of analyzing process flows and
working with teams to identify and analyze process improvement opportunities.
Expert understanding of data analysis, including root cause analysis,
and other process modeling and systems design tools
• Solid project management skills
• Ability to learn quickly in a dynamic environment
• Excellent spoken and written communication as well as receptive
listening skills, with ability to present complex ideas in a clear,
concise fashion to technical and non-technical audiences.
• Excellent team player able to work with virtual and global
cross functional teams.
• Excellent influencing and negotiation skills
• Ability to juggle multiple projects and tasks
• Ability to work with deadlines and in a fast paced environment
Tags: Admin
& Clerical : Banking
Jobs : Financial
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