hub and improvement AnalystWilliam Hill

Like any great sports team, we've been hard at work since we got going in 1934. It's not by chance we became one of the largest global sports betting and gaming companies, and we're not relying on luck.
Together we're on a journey to build a better business. With us, you'll balance flexibility and performance in a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you. Sound good?Then you belong here.
William Hill has had brilliant successes and has been victorious even during the pandemic! All colleagues are taking pride in this so we'd like someone who can help us broadcast our milestones and help us build and engage more for 2022 and the coming years!
Your role in the team
If you want to be the hero behind customer excellent customer service and you're analytical and quick to devise improvements based on trends, drivers and other relevant information, then we need you're exactly the one we need! Competitive compensation and benefits await you.
Your role as a Hub And Improvement Analyst will be focused on Improving customer experience and reduce contacts by continuously improving process and procedure through Identifying issues and trends, providing key stakeholders with analysis of issues and key contact drivers, and escalating and managing issues to resolution. You will also support our growing Customer Service teams with the delivery of a fast paced, responsive, high quality and efficient information service.
Overview Of Duties And Responsibilities
Improve end to end processes from a customer perspective
Understand customer behaviour through analysis of data and customer journeys.
Review and analyse customer service processes to ensure they're optimised, accurate and up to date
Identify and document new processes
Deliver a high quality, responsive and efficient information service across Customer Service
Manage process or service change into customer service
Identify opportunities and solutions and work with stakeholders within CS and in other business areas
Disseminate information regarding issues and changes from the business to customer service
Manage risks and issues associated with change and implement mitigating strategies as appropriate
Be an expert in process and product, keeping Jira up to date
Qualifications:
Bachelor's/College Degree is an advantage
Understanding of the department's processes and guidelines - professional knowledge
Grasp of the services being offered by William Hill, processes involved as well as proficiency in tools navigation - knowledge
Process and product subject matter expertise (preferably multi-skilled across products)
Maintaining a high standard in KPI performance for 6+ months
ptitude for documenting constructive feedback
No current disciplinary sanctions
OR
2+ years in a call centre or BPO company in a process related position
Experience in using or qualification in relevant formal quality methodology such as COPC, six sigma etc
William Hill

Taguig City, Metro Manila
Permanent
Full-time