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Process Optimization Lead

1 week ago

Melbourne, Victoria, Australia Firstsource Full time
About the Role

This role is for a skilled Process Optimization Lead who can work collaboratively with Digital, Tech, Cx and automation teams to deliver key objectives.

The Process Optimization Lead will be responsible for identifying and deploying automation opportunities with support from Digital and technology teams.

Key responsibilities include:

  • Reviewing current processes and recommending changes based on industry best practices.
  • Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints).
  • Mapping customer journeys to identify issues/ opportunities for process re-engineering and digital enhancement.

The ideal candidate will have a strong understanding of Generative AI, predictive ML, and data analytics, and excellent communication and interpersonal skills.