Contact Center Process Improvement Supervisor

4 weeks ago

กรงเทพมหานคร, Thailand Amway Inc. Full time

Plan and develop the standard work processes by identify industry best practices and implement those best practices for best in class customer experience.
- Improve working processes continuously by taking inputs from ABO & Customer / Team suggestions to analyze and improve the details of the workflow so that the workflow has better performance or achievement.
- Work with the relevant teams to analyze the cause of the problem, solve the problem, and find ways to prevent the problem from recurring to ensure continuous improvement and positive outcomes for organizations, internal employee, and customers.
- Report the performance to the management effectively and consistently.
- Set quality standards and design evaluation programs to define service rules that meet customer needs by working with Contact Center Operation Team leader consistently.
- Ensuring processes and procedures are in compliance with applicable regulations.
- Identifies performance trends and provides recommendations for improvement.
- Self-developed and learn new techniques to improve the work related.
- Responsible for the quality improvement projects by planning, collecting the requirements and continuous monitoring the status of the projects and reporting the progress to the management on a regular basis.
- Collect and monitor customer Complaints and Suggestions on all service channels.
- Ensuring the day-to-day processes are maintained and reviewed regularly.
- Complaint and Suggestion Daily Report
- Receive cases from all touch points and assign to related functions
- Continuously monitor and report progress

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