Operational Efficiency Consultant
5 days ago
About Us
Amach is a pioneering technology company with headquarters in Dublin and remote teams in the UK and Europe. Our collaborative approach brings together local and nearshore talent to deliver high-quality solutions. Established in 2013, we specialise in cloud migration and development, digital transformation, agile software development, DevOps, automation, data science, and machine learning.
This role involves working closely with our customer's Customer Contact Centre team to evaluate current processes, identify areas for improvement, and align them with modern technologies and automation capabilities. As a skilled Operational Efficiency Consultant, you will conduct a thorough assessment of existing workflows, pinpoint opportunities for enhancement, and drive impactful change.
Required Skills:
- Proven experience in process improvement within a contact centre environment or similar
- Strong understanding of contact centre operations, including customer journeys, KPIs, and metrics
- Experience with technology integration and automation tools in a customer service setting
- Exceptional problem-solving skills with a focus on process efficiency and customer satisfaction
- Ability to communicate effectively with technical and non-technical stakeholders
- Proficiency in data analysis and performance reporting
- Strong organisational skills and ability to manage multiple priorities
Benefits
- An opportunity to work with a fast-growing company
- Options for career advancement
- Learning and development opportunities
- Flexible working environment
- Competitive salaries based on experience
Key Responsibilities & Duties
- Conduct a comprehensive evaluation of current contact centre workflows to identify inefficiencies and outdated practices
- Analyse the impact of newly implemented technologies and identify processes that require updates or redesigns
- Pinpoint tasks and workflows that can be automated to improve efficiency and customer experience
- Work closely with cross-functional teams to gather insights and drive process improvements
- Use data and performance metrics to assess the effectiveness of existing processes and recommend evidence-based improvements
About You
We are looking for an experienced Process Enhancement Expert who is passionate about driving customer success and advising on strategic solutions. If you excel at streamlining operations, improving efficiency, and driving impactful change, we would love to hear from you.
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