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

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