Business Process Optimization Specialist

1 week ago

Melbourne, Victoria, Australia Axiom Technologies Full time

Axiom Technologies is a global IT services partner supporting medium to large-scale enterprises. Our company overview highlights our expertise in delivering cutting-edge technology solutions.

We are seeking an experienced Process Designer to join our team. This role involves coordinating various tasks and activities, from simple plans to complex projects. The successful candidate will provide on-site and on-call assistance to end-users within the organization's desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities:

  • Determine Business Processes Impacted: Identify and define work required for scoping and requirements gathering.
  • Process Improvement Opportunities: Design and optimize contact center management processes and handle time reduction opportunities.
  • Workflow Optimization: Design and optimize workflows for task distribution, ensuring efficient routing of interactions across channels (voice, chat, email, etc.) to the right resources at the right time.
  • Collaboration: Work with stakeholders to understand pain points, business requirements, and technical constraints.
  • Enterprise Software Applications: Ensure existing enterprise software applications (such as ERP, BPM, DCM, and Salesforce) capture tasks, and apply business rules and prioritization rules.
  • Customer Journeys: Enhance and document customer journeys by orchestrating interactions across touchpoints.
  • Proactive Notifications: Implement proactive notifications using outbound communication strategies.
  • Change Implementation: Support change implementation to the business.
  • Testing and Debugging: Conduct thorough testing of applications to validate call flows, error handling, and integration points.
  • Issue Resolution: Collaborate with Workforce Optimisation teams and end-users to identify and resolve issues.

Requirements:

  • 2+ years of relevant experience in a similar role.

Salary: The estimated annual salary for this position is $85,000 - $110,000 depending on location and experience.

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