About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story - https://youtu.be/a6CvsUKYN8g
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 workstream 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
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.