At least 2 years experience working in a sales and service based role in a call center or retail environment;
Experience in a high volume and fast-paced environment which is structured and monitored;
Six Sigma certification an advantage with at least 2 years of working experience in Continuous Improvement, Change Management, Process Improvement, or Project Management
Experience in analyzing and reporting data
Experience in coaching, managing, mentoring role
Degree holder from a reputable institution of higher learning preferred
Proficient with various office productivity applications particularly Excel and PowerPoint
Job Descriptions :
Understand true customer demand and fluctuation in volume and CXP performance
· Review output of evaluations of the Quality teams on a monthly basis to identify and articulate changes in performance
· Assess volume and performance against known and expected initiatives
Prioritize root cause analytics against volume, churn, and performance
· Review current priorities on a monthly basis
· Monitor and assess CXP program plan to ensure key analytical and improvement activities are on track
Using a forensic and methodical approach to analyze and conduct high-level root cause analysis to explain volume or performance
· Develop a high-level view of customer and business insights per customer demand
· Develop prioritization of detailed root assessment and initial hypothesis
· Deliver a phase 1 summary of insights for further insights or handover to the Product Development and Improvement team.
Identify key product and process pain points that drive the need for customer effort
· Assess product configuration against customer experience to identify drivers of customer pain and effort
· Partner with other teams to surface pain points identified per demand, both as a reactive improvement opportunity as well as shaping future design
· Identify process and system-related issues that can be fed into an ongoing continuous improvement program
· Deliver a clear summary of pain points and opportunities with clearly defined problem statements, proposed solutions, and capital requirements, and an articulated return on investment
Submit profile
Converge ICT Solutions Inc.,
About the company
Converge ICT Solutions Inc., jobs
Olongapo City, Central Luzon · 11 September (updated)
Investment Analysis Specialist
Freedom Family Office OPC
MetroManila, Manila, Pasig₱60,000 - 70,000 per month
Inside Sales Specialist | Hybrid Set-up
Tahche Outsourcing Services Inc.
MetroManila, Manila, Pasig₱45,000 - 50,000 per month
Senior Accountant | AU Bookkeeping & Payroll Experience | Competitive Salary & Travel Opportunities
Talice Security
Cebu, Cebu₱110,000 - 125,000 per month
Apply Now! Customer Service Representative - Taguig
JPMorgan Chase & Co. - Cebu & Manila Operations
MetroManila, Manila, TaguigAgreement
Finance and Admin Manager with F&B Industry Experience
Select VoiceCom
MetroManila, Manila, MakatiAgreement
About the company
Converge ICT Solutions Inc., jobs
Olongapo City, Central Luzon · 11 September (updated)