Job Description
Supporting digital transformation projects to improve processes for Customer Services (CS) operations
Enhance efficiency of the contact centre to propose and implement self-service initiatives and process improvements
Drive self-service initiatives using Gen AI and bots to deflect volume and transform to a digital contact centre and improve customer experience.
Collaborate with stakeholders to ensure successful implementation of the projects.
Conduct UAT and provide support in facilitating requirements between Vendor, Group Tech and CS Operation.
Deep-dive root cause analysis and implement initiatives and programs with relevant stakeholders to drive improvements of CS metrics
Requirements
2 years of experience in business process improvement, quality management, or a related area.
Experienced in managing projects, including planning, execution, and monitoring
