Systems Enablement Manager, Customer Service
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Job Description
Systems Enablement Manager focusing on improving customer service through automation and AI tools to drive customer happiness and reduce costs.
Responsibilities:
- Liaise with internal and external stakeholders to collect functional and technical requirements
- Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge Bases
- Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data)
- Responsible for the upkeep and maintenance of all tools including during emergencies
- Optimize agent workflows based on new HTS products/initiatives and available tools
- QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out
- Respond to Systems Service desk requests timely and proactively
- Collaborate with internal teams and external vendors to troubleshoot technical issues
- Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents
- Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date
Requirements:
- Has a strong understanding of contact centres, live support tool operations and agent behaviours
- Has excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approach
- Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.
- Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location
- Is commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things
- Experience in a technical role (Software QA, Junior Engineer etc.)
Benefits:
- Competitive salary
- Flexible working hours
- Professional development opportunities
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