Process Engineer (Customer Care)

Job Purpose:

The Process Engineer is responsible for supporting process design and improvement including process automation with focus on process improvement, process re-engineering, KPI design aligned to the company’s business goals and signature customer experience. The role will look into reducing process gaps/variations and the execution of the continuous improvement framework. The Process Engineer is also responsible for establishing and maintaining process governance and framework, identify cross-functional processes through scoping, analyzing, and defining best practices (internal & external to the organization).

Responsibilities:

• Design and develop processes and metrics that are aligned to the company’s signature customer experience, standards, and business goals
• Identify opportunities for improvement, design and implement process improvement initiatives integrating risk and controls to increase work accuracy and efficiency, measure process efficiencies, validate improvement benefits and act as a partner to the business to perform continuous improvement activities
• Identify gaps in existing processes and recommend remediation of these gaps to business process owner
• Work closely with relevant departments to identify business requirement, processes and risks
• Partner with Operations in aligning, prioritizing the initiatives and closely monitor until completion
• Utilize leading practice methods & tools to conduct ‘as – is’ documentation and design ‘to-be’ processes when necessary
• Utilizes statistical and scientific methods to ensure data-driven customer insights and recommendations

Responsibilities:

• Preferably a graduate of any engineering and science related courses such as BS Electronics and Communications Engineering, BS Industrial Engineering, BS Mathematics, BS Statistics, and BS Economics
• At least three (3) years of experience in ‘as-is’ process discovery and ‘to-be’ process modelling and analysis, using structured methodology with proven results in customer service or BPO environment
• Excellent communication and presentation skills
• Knowledgeable in process development, process design, process deployment, process control, and process improvement.
• Knowledgeable in data collection, data extraction, data cleaning, data transformation, data summary, data interpretation, data insighting.
• Deep understanding of definition, implementation and analysis of metrics and providing insights
• Conceptual knowledge/background in Agile (Scrum) practice, and/or Project management
• Demonstrated knowledge of contact center operations and customer support
• Demonstrated knowledge of the technology industry and general business management
• Familiarity with process automation tools

Preferably with experience in any of the following:

• Six Sigma /Lean Six Sigma
• Lean Manufacturing
• Quality Management System (ISO 9001)
• Quality Control /Assurance
• Operations Research
• COPC
• Statistical Process Control
• Data Analytics
• Robotics Process Automation