Process Analyst, Customer Experience tabby

Process Optimization:

• Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
• Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
• Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.

Formalized Workflow Documentation:

• Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
• Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
• Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.

Cross-Functional Collaboration:

• Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
• Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.

Education:

Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.

Experience:

• Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
• Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.

Technical Skills:

• Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
• Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
• Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.

Soft Skills:

• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
• Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.