Digital Experience Specialist

2 weeks ago


Manila, National Capital Region, Philippines William Hill PLC Full time

If you're a team player who's passionate about customer experience then you're exactly the one, we need. We've prepared exciting compensation package for you

Duties & Responsibilities:

  • In-depth knowledge of allocated system(Oracle, Alvaria &Call Miner)
  • (Additional:Skills in one additional tool is important)
  • Communication and interpersonal skills: In addition to working on a team, sysadmins will often be expected to help other employees that don't have the same technical knowledge, through help desk support or other means. Being able to communicate well will be a key part of a system administrator's successful day-to-day tasks.
  • Experience of implementing contact centre tools and contact centre demand management technologies.
  • An excellent understanding of contact centre operations levers, cause and effect, metrics and technologies and change management.
  • Responsible for planning and managing projects within your allocated systems, from the initial ideation through to completion.
  • Experience in an Agile environment.
  • Deals well with ambiguity, flexible and adaptable to meet the changing needs of the business.
  • Ability to digest complex data sets and translate into actionable insight, improvement, and reporting.
  • Experience of customer journey mapping and translating this into contact reduction and customer experience improvement
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