CX Automation and Process Optimization Specialist
1 month ago
About BCAA
BCAA is a leading provider of insurance, roadside assistance, and auto repair services in British Columbia. We're driven by a purpose to deliver peace of mind to our customers and make a positive impact on our communities.
Job Summary
We're seeking a highly skilled CX Automation and Process Optimization Specialist to join our team. As a key member of our customer experience transformation team, you will play a critical role in advancing our digital strategy and improving operational efficiency.
Key Responsibilities
- Develop and implement automated workflows to streamline customer interactions and team member activities.
- Conduct testing and implementation of solutions to improve efficiency and customer experience.
- Analyze operational and customer data to identify trends and mitigate risks.
- Recommend and pilot new innovations, tools, and methodologies to improve process efficiency.
- Build relationships and collaborate with internal stakeholders and third-party solution providers.
Requirements
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Minimum 3-5 years of experience in automation, process improvement, or a related role.
- Proficiency in Salesforce, Amazon Connect, and workflow automation.
- Demonstrated ability to drive operational efficiency and enhance customer self-service options.
What We Offer
Competitive salary range of $77,763.24 to $97,204.08, plus a performance bonus target of 9% with the opportunity to earn up to 15%.
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