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Job Description
?Develop and implement strategies to optimize costs by reducing the customer contact rate in the customer service department?Identify and address root causes of customer contacts by directly working on problem areas, rather than following routine tasks?Increase agent occupancy by streamlining workflows, optimizing task assignments, and improving scheduling processes.?Analyze operational waste and implement initiatives to minimize inefficiencies, reduce manual work, and improve overall productivity.?Challenge existing processes, identify redundant and repetitive tasks, and implement changes to eliminate them.?Drive digitization initiatives to automate manual processes and improve efficiency through the use of technology.?Collaborate with cross-functional teams to identify opportunities for process improvement and implement solutions that enhance the customer service experience.?Utilize data-driven insights to identify trends, performance gaps, and opportunities for improvement in customer service operations.?Develop and maintain comprehensive reports and dashboards to track key performance metrics and provide visibility into operational performance.?Stay updated with the latest industry trends, best practices, and emerging technologies related to customer service operations and project management
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