Process Specialist

hace 6 días


San Vicente Ferrer, Colombia IntouchCX A tiempo completo

**About IntouchCX**

**About the Job**

We are looking for a Process Specialist who will be responsible for process mapping and creating standard operating procedures for all processes related to a specific work-stream from a Client Partner. The purpose of this initiative is to identify opportunities to improve first time resolution and also improve the categorization and notes taken in Salesforce.

**As Process Specialist, You Will**
- Map workstreams
- Document step by step procedures that will be followed by the outsourced Tier 1 team
- Identify pain points in workstreams and hand offs that is causing consumer to contact multiple times
- Provide focus on the phone support channel with the lowest first-time resolution
- Observe agent adherence for current processes and actions that can be analyzed for process improvements

**Requirements**:
**As Process Specialist, You Have**
- High school diploma or equivalent is required
- Multiple years of directly relevant experience in contact center process mapping is preferred
- 3-5 years of experience in process documentation is imperative for success
- Knowledge with tools like Miro or Lucidchart to document processes
- Experience in writing standard operating procedures
- Familiar with process of selling a car online
- Six sigma certifications is preferred
- Familiar with Salesforce
- Car enthusiast
- Strong problem-solving, planning and analytical skills
- Excellent communication skills, both written and verbal
- The ability to present recommendations on process improvements to the team
- Must be able to work in a fast-paced, ever-changing environment
- Ability to work as an individual as well as in a team
- Results and metrics-oriented
- The ability to to meet deadlines, multitask and prioritize workload
- The ability to work cross functionally and breakdown complex issues into simple terms
- Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._


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