Contact Centre Transformation Specialist

2 days ago


Dublin, Dublin City, Ireland Amach Full time

Requirements

We are seeking an experienced Process Improvement Specialist to join our team. In this role, you will work 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. 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

Key Responsibilities & Duties

  • Conducting a comprehensive evaluation of current contact centre workflows to identify inefficiencies and outdated practices
  • Analysing the impact of newly implemented technologies and identifying processes that require updates or redesigns
  • Pinning down tasks and workflows that can be automated to improve efficiency and customer experience
  • Working closely with cross-functional teams to gather insights and drive process improvements
  • Using data and performance metrics to assess the effectiveness of existing processes and recommending evidence-based improvements

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. We specialise in cloud migration and development, digital transformation, agile software development, DevOps, automation, data science, and machine learning.

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