Analyze current organization structure, process versus market trends to identify required changes or initiatives for Customer Service team to stay competitive in terms of cost, productivity, efficiency etc. while maintaining customer experience at a satisfactory level
Identify operational gaps and make recommendations on areas for improvement
Design, implement, and ensure project plans are executed as per agreed timeline
Work closely with Customer Service leadership team to implement operational initiatives and monitor a result
Requirements:
Minimum Bachelor's degree in Business Administration, Finance, Economics from a recognized university
Minimum 5 years of working experience in operational excellence / process improvement from corporates or management consulting firms is a must
Experience in customer service field is a plus
Excellence analytical and problem solving skills
Experience in implementing a project and/or leading a project team
