Process Improvement and Automation Manager

- Analyze contact center data and contribute to organizational strategic plans through meaningful insights, trend analysis, customer behavior reports.
- Work closely with Care Tech Indonesia to deploy/ implement automation for daily operation to reduce care manpower, optimizing care process and cutting the cost. AND/ Explore additional support channels, tools and automation to improve support experience.
- Introduce best industry practices and ensure quick deployment or enhancements of processes and systems
- Develop understanding of our business processes and ensure resolution in the most efficient manner
- Monitor and track the performance metrics for Vietnam contact channels for support - phone, email and social media
- Engage, align and create accountability for stakeholders on the knowledge sharing process across teams
- Be involved in cross-functional projects on customer/driver / merchant satisfaction - working with product, marketing teams to enhance the overall customer experience

- Overall 3+ years of experience in care Tech and/ or contact center and/or operations and proven record on building customer satisfaction, optimizing process, cutting cost.
- Strong stakeholder and project management capabilities
- Knowledge in care Tech, CRM (Salesforce, Zendesk, Nanorep, Helpify, Social Studio…) and Apex coding is an advantage
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Can thrive in a fast-paced environment and feel comfortable with a very high level of responsibility
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills
- Complete understanding of contact center metrics/ process
- Decisiveness and attention to detail
- Data-oriented mindset
Keys Success:
- To reduce the incoming contact.
- To increase automation percentage in overall care process.
- To optimize process, decrease AHT, increase utilization, decrease the number of agent, reduce cost per ticket.