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Service Delivery Optimization Specialist

1 week ago

Angeles City, Central Luzon, Philippines Universal Access and Systems Solutions Inc. Full time
Service Delivery Optimization Specialist

Job Overview:

This critical role focuses on optimizing the operational aspects of the contact center, driving strategic decisions to enhance customer satisfaction, reduce wait times, and improve overall service experience. As a Service Delivery Optimization Specialist, you will work closely with cross-functional teams to prioritize customer-centric initiatives, optimize processes, and manage team performance.

Main Responsibilities:

  • Operational Efficiency: Develop and implement strategies to enhance operational efficiency, reduce wait times, and improve customer satisfaction.
  • KPI Analysis: Regularly review and analyze KPIs such as AHT, Quality, Service Level, and CSAT to inform strategic decision-making and drive continuous improvement.
  • Team Enablement: Provide guidance, support, and coaching to develop and grow contact center team members, fostering a culture of excellence and customer centricity.
  • Process Innovation: Collaborate with cross-functional teams to identify and implement process improvements, enhancing operational efficiency and service quality.
  • Customer Focus: Prioritize customer satisfaction by leveraging CRM tools to track interactions, manage accounts, and deliver exceptional service experiences.
  • Stakeholder Engagement: Build strong relationships with clients, stakeholders, and internal teams to ensure seamless communication and collaboration.
  • Incident Resolution: Effectively manage escalated customer issues, working closely with cross-functional teams to resolve root causes and prevent future occurrences.