ตำแหน่ง Process improvement

บริษัท FlowAccount

ที่อยู่บริษัท สกุลไทย

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
1. Process Analysis and Optimization:
○ Analyze existing customer support processes to identify inefficiencies,
bottlenecks, and areas for improvement.
○ Develop and implement streamlined workflows that enhance operational
efficiency and improve response times.
○ Utilize process improvement methodologies such as Lean, Six Sigma, or
Kaizen to drive continuous improvement initiatives.
2. Data-Driven Decision Making:
○ Collect, analyze, and interpret data related to customer support operations to identify trends and insights.

○ Use data to measure the effectiveness of process changes and make informed decisions on further improvements.
○ Develop and maintain dashboards and reports to track key performance indicators (KPIs) and process metrics.
3. Cross-Functional Collaboration:
○ Work closely with other departments, such as product development, IT, and
operations, to ensure that process improvements align with overall company
goals.
○ Collaborate with team leads and managers to implement changes smoothly
and with minimal disruption.
○ Facilitate cross-functional workshops and meetings to gather input and drive
consensus on process improvement initiatives.
4. Training and Development:
○ Develop training materials and conduct workshops to ensure that customer support agents are well-equipped to handle process changes.
○ Provide ongoing coaching and support to agents to help them adapt to new processes and improve their performance.
○ Monitor the impact of training programs on agent performance and customer satisfaction.
5. Customer Experience Enhancement:
○ Ensure that process improvements are designed with the customer
experience in mind, balancing efficiency with empathy and quality.
○ Regularly gather and analyze customer feedback to identify areas where the
support process can be improved.
○ Implement initiatives that enhance the overall customer journey and reduce
customer pain points.
6. Change Management:
○ Develop and execute change management plans to ensure smooth adoption of new processes and technologies.
○ Communicate changes effectively to the customer support team and other stakeholders.
○ Monitor the impact of changes and make necessary adjustments to ensure continuous improvement.

ตำแหน่ง Service performance improvement Lead

บริษัท Robinhood

ที่อยู่บริษัท ตึกSCB

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Performance Analysis and Assessment
- Monitor and evaluate daily/weekly/monthly of CC performance
Lead comprehensive analyses of services process delivering to identify performance gaps and areas for improvement
Utilize data-driven insights to assess and benchmark individual and team performance against key performance indicators (KPIs)
-Strategic Planning and Goal Setting
Develop and implement a performance improvement strategy aligned with organizational goals and objectives
Set clear and measurable performance improvement goals and milestones
-Process Optimization
Lead cross-functional teams in the redesign and optimization of services process to enhance of customer/partner experience
Implement improvements to enhance efficiency, reduce costs (headcount to FTE and ROI analysis), and elevate overall services quality
-Quality Assurance Leadership
Establish and maintain robust quality assurance procedures to ensure adherence to service standards
Drive a culture of excellence and continuous improvement within CC team
Develop and implement quality assurance program in supporting to Services Training and Quality Improvement role to access the accuracy and efficiency of customer/partner interactions, and also to provide constructive feedback to CC team based on performance evaluation
-Training and Development Programs