
Operational Efficiency Expert
3 days ago
Job Overview:
The Service Excellence Specialist plays a pivotal role in driving operational efficiency across the organization.
Key Responsibilities:
- Manage workflows to ensure timely response and resolution
- Support process enhancements, including development of communication protocols for agents
- Develop and maintain policies, standard operating procedures, and support documentation to ensure accuracy and relevance
- Identify process improvements and provide coaching to increase staff knowledge and skills
- Conduct gap analysis to identify opportunities for standardisation
- Champion an Effortless Experience approach to reduce effort for customers, merchants, and staff
- Build and leverage reports to uncover actionable insights
Qualifications:
- Experience in building continuous improvement metrics and engaging with stakeholders is essential
- Geographical diversity experience is beneficial
- Familiarity with relevant software applications is a plus
- Strong time management and prioritization skills are crucial
- Excellent written and verbal communication skills are required
- Proven ability to deliver results in a fast-paced working environment is necessary
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