Leading manage innovations projects to improve and customer experience journey and boost Customer Satisfaction. Manage and create system automation in CX Team (Telephony, Ticketing System, Chatbot, Help Center automation).

Responsibilities:

• Lead the design of complex and strategic Contact center solutions, ensuring to align with the organization’s goals and customer experience objectives
• Develop and maintain custom contact center applications, features, integrations and automation
• Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing related customer experience journey
• Installation, managing and optimizing CRM System customer support platform for the organization
• Lead efforts to optimize the performance of contact center systems and proactive monitoring for issues
• Collaborate with cross-functional teams, including network engineers, system administrators, operation teams, external vendors and a notion to business users to deliver integrated contact center solutions that meet business objectives.
• Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solution and development practices.

• Min 1 years experience Digital Contact Center
• Experienced with CRM Ticketing set up (Zendesk, telephony system, chatbot, help center)
• Familiar with additional tools (JIRA, Redash, Slack)
• Ability to keep work moving on each of them enables change across many different areas of an organization
• Good verbal and written communication skills in Bahasa Indonesia and English
• Strong analytical ability and problem-solving skills. Able to identify high-impact opportunities and objectively evaluate projects

Conduct, deliver and monitor learning process in field office team to ensure the learning programs are implemented and have impact on behavior changes or business.

Responsibilities:

• Conduct & analyze comprehensive learning development needs based on competencies or business needs in Field Office to obtain learning needs
• Design & develop learning materials based on curriculum/syllabus to ensure the learning programs have impact on behavior changes/business impacts
• Conduct & deliver learning programs/sessions based on needs or designed learning modules to increase level of competencies field office team
• Conduct, deliver & monitor post-learning activities to help participants implement their learning results
• Conduct, deliver & monitor learning evaluation based on learning curriculum to ensure learning results are implemented in workplace and have impact on business

Build and manage Business Process and Services Process Improvement. To ensure end to end business process delivery based on KPI to support BU and FU. Include managing quality agents and SOP for internal and external CX Ops.

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Accountable for achieving Quality Performances metrics and CSAT Score
• Create and manage sampling methodology monitoring services
• Support and partner with Operations to improve CSAT achievement, and provide insights improvements
• Manage SOP and compliance documents in Customer Experience Team scope
• Assist Audit team internal or external stakeholders in Services and Business process
• Align with Operational Team and Product Team for improvements based on insights services processes

• Experiences as Quallity Assurance assist digital contact center transactions service monitoring
• Familliar with methodology sampling all channel contact center (call/chat/email/KYC process)
• Analytical thingking and create report from insights CSAT, Apps Store/ Play Store review
• Industry expertise to understand skills and competencies for coaching and conseling
• Collaborative skills with Learning and Development, Innovation Team, and Performance Insights team to provide good initative both Services and Business Process Improvement
• Good verbal and written communication skills in Bahasa Indonesia and English
• Ability to create report quality insights based on CSAT measurements, and monitoring sample

Build and manage proper development quality processes in CX Ops (include learning management system, Help center content, chatbot content development, training process to build good product knowledge to handle customers, manage people development process align with HR Team).

Responsibilities:

• Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
• Support individual and team development, career development, and training and experience-based contact center learning
• Accountable for achieving individual training performance metrics
• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Quality Performance Leads on the basis of internal customer feedback and/or Training Needs Analysis
• Build, create, and manage contents of Help center articles along with Business Unit Team, and Product Team

• Experiences as Trainer or Learning and Development Specialist assist digital contact center all channels (call/chat/email/KYC process) & Walk In agents
• Familiar with TNA, Syllabus, training tools, & learning management system
• Ability to create, build, and manage Help Center content based on business writing skill
• Analytical thinking and creating report from insights CSAT, and Help Center feedbacks articles
• Industry expertise to understand skills and competencies for creating training materials, soft skills and product knowledge
• Collaborative skills with Quality Assurance Team, Innovation Team, and Performance Insights team to provide good initiative both Services and Business Process Improvement
• Good verbal and written communication skills in Bahasa Indonesia and English