Channel Initiatives Specialist

Job description

• Identify root cause and determine recommendations to product process and training opportunities
• Leadership of multiple channel initiatives focused on call deflection and chat containment
• Use customer data from callchat transcripts survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decisionmaking
• Collaborate with other departments to ensure alignment and buyin for product process and training improvement recommendations
• Quantify impact of pain points and recommended changes
• Oversee multifocused initiatives across the customer service organization
• Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors

About You candidate

• 3 years of experience in process and performance improvement using Lean Six Sigma principles
• 3 years experience in program project management
• Knowledge of customer service and call center operations
• Knowledge of data mining using AI tools Copilot Genie etc
• Must have experience in planning organizing and executing projects related to customer service improvements
• Proficient in Lean Six Sigma principles DMAIC Kaizen etc
• Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
• Effective presentation skills with ability to translate data into actionable insights
• Independent thinker with focus on achieving organizational goals through process optimization
• Strong written and verbal communication skills for both customer and crossfunctional audiences
• Experience managing programs with geographically dispersed teams
• Thrive in fastpaced dynamic environment with changing priorities Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
• Enjoy working in a collaborative and supportive work environment

Skills

Mandatory Skills : Change Management Project Governance Stakeholder Management Lean Six Sigma principles DMAIC Kaizen