Automation and Process Optimization Expert
1 month ago
About BCAA
We are a BC Top Employer, driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. Our long history of keeping roads safe and giving back in ways that build stronger communities has led to a wide variety of meaningful, rewarding careers.
Join our team as a CX Automation and Process Optimization Specialist
This role plays a key part in advancing the transformation and modernization of BCAA's customer experience, focusing on driving operational efficiency and expanding self-service options for customers by leveraging technology, process optimization and collaborating with internal and external stakeholders to deliver innovative automation solutions.
The Role
- Drive operational efficiency and enhance customer self-service options using automation, process improvement, and data analytics.
- Develop and implement automated workflows within our internal systems, leveraging existing tools like Salesforce and Amazon Connect to streamline and support customer interactions and completion of tasks.
- Conduct testing and implementation of solutions developed by technical teams to improve efficiency.
- Identify trends and mitigate risks impacting consumer experience and team member workflows.
- Analyze operational and customer data using tools like Power BI, Google Analytics, and Salesforce CRM Analytics.
- Recommend and pilot new innovations, tools, and methodologies for process efficiency while ensuring all automation and process optimization solutions comply with industry regulations and BCAA's internal policies and procedures.
Requirements
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field.
- A minimum of 3-5 years of experience in automation, process improvement, or a related role, or a combination of education and experience.
- Proficiency in Salesforce FSC, Amazon Connect, workflow automation, and CRM analytics.
- Demonstrated ability to drive operational efficiency and enhance customer self-service options.
- Experience with chatbot and virtual assistant implementation and enhancements.
- Strong analytical skills with experience in Power BI and Google Analytics.
What You'll Get
This role is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%. The estimated salary for this position is $83,483.66, based on job-related knowledge, skills, experience, certifications, market demand, and internal equity. In addition to base salary and BCAA benefits, you'll have access to opportunities for growth and development in a dynamic and supportive environment.
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Burnaby, British Columbia, Canada BCAA Full timeTransforming Customer Experiences at BCAAWe are seeking a skilled CX Automation and Process Optimization Expert to join our team at BCAA. As a hybrid role with some in-person days, you will play a key part in advancing the transformation and modernization of BCAA's customer experience.Your primary focus will be on driving operational efficiency and expanding...
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