Senior Specialist Workflow Management
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Job Summary
The CEM Workflow Specialist drives operational efficiency by managing workflows monitoring performance and optimizing resource utilization. The role focuses on improving service levels balancing workloads analyzing performance trends and enhancing customer experience through process improvements and data-driven decision-making.
Must be comfortable working in the night shift (6:30 PM to 3:30 AM)
Key Responsibilities
Manage and optimize workflows across customer service channels.
Monitor operational KPIs and provide performance insights.
Identify bottlenecks and implement process improvements.
Support workforce planning forecasting and workload balancing.
Collaborate with operations quality training and WFM teams.
Maintain reporting accuracy and leverage contact center technologies.
Drive automation and continuous improvement initiatives.
Required Skills
Workflow & Queue Management
Workforce Planning and Optimization
Data Analysis & Reporting (Excel Power BI)
Process Improvement & Root Cause Analysis
Performance Management (SLA AHT CSAT Productivity)
Stakeholder Management & Communication
Problem Solving & Decision Making
Contact Center Technologies (CRM WFM Telephony)
Automation & Digital Transformation
Customer Experience Focus
Qualifications
Bachelors degree in business Operations Analytics or related field.
2-5 years of experience in contact center operations workforce management workflow analysis or process improvement.
Strong analytical communication and stakeholder management skills.
Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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Required Experience:
Senior IC
About Company
Maersk Line is a Danish international container shipping company and the largest operating subsidiary of the Maersk Group, a Danish business conglomerate. It is the world's largest container shipping company by both fleet size and cargo capacity, serving 374 offices in 116 countries
