Service Design Lead

7 days ago

Pasig, National Capital Region, Philippines Converge ICT Solutions, Inc. Full time $120,000 - $180,000 per year

Role Overview

The Service Design Lead is responsible for optimizing customer interaction journeys to enhance customer experience and improve operational efficiency. This role designs efficient workflows for products and services, leverages technology to streamline operations, and collaborates across departments to ensure delivery requirements are met within existing constraints. The position plays a key role in process improvement, operational excellence, and customer satisfaction.

Key Responsibilities

  • Design and optimize customer interaction workflows to improve efficiency and service quality.
  • Leverage available tools and technology to enhance operational performance and customer experience.
  • Collaborate with internal teams and external partners to understand delivery requirements and constraints.
  • Identify process challenges, recommend solutions, and operationalize improvements.
  • Review and approve Change Management Requests (CMRs) from NIAP.
  • Create and maintain clear work instructions for contact center processes to ensure effective resolution of customer concerns.

Qualifications

  • Minimum 3 years of experience in service support, preferably in telecommunications.
  • Advanced knowledge of workflow design and process optimization.
  • Proficient in utilizing technology to improve operational efficiency and customer experience.
  • Strong analytical, problem-solving, and solution-recommendation skills.
  • Effective communication and collaboration skills with the ability to work across all organizational levels and with external partners.
  • Ability to manage multiple priorities and drive process improvements.

Job Type: Full-time

Work Location: In person

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