Job Description

Process Improvement Specialist

Location: Client Site, Dublin

The Process Improvement Specialist is responsible for the following:

PI Specialist will own and manage a stream of incoming requests from customer facing Agents and will work with internal and external tools and teams to provide a timely and accurate response. The Process Excellence Analyst will create, update and help develop a workflow for a specific Continuous Improvement Request (CIR) process. This is a pivotal role in the customer support process and is a critical part of the end to end customer service delivery experience. The Process Excellence Analyst will work closely with all key stakeholders, especially the Facebook client and support the business. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast-moving environment.
End to end process improvement management (creating, updating, maintaining)
Managing communication and project management when required.
Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support
Be an expert in escalation triage, validation and Agent support
Maintain contact with and manage communications appropriately with all stakeholders in the agreed process
Use data to analyze trends and develop insights which will improve the process and provide a better agent and user experience
Act as a subject matter expert for a specific process, and suggest and implement process improvements
Constant communication between internal teams and leadership for client process improvement status, reporting, and execution.
Use data to analyze trends and develop insights leading to improve the process and provide a better agent and user experience
Strong product/ tools/ process knowledge.
Process driven thinking and designing
Experience in an online operation, project management or online escalations environment
Maintains calm focus and communicates effectively
Strong communicator and presentation skills
Comfortable in managing escalations stakeholder
Awareness of the importance of data and key performance metrics
Ability to perform in a complex, high-stakes, fast-paced environment
Drive escalations through defined process to resolution
Drive change in an unstructured environment 
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Qualifications

Basic Qualifications:

High School Diploma / GED Required
Minimum of 1 year of experience with workforce management and managing projects to established SLA’s.
Active account on Facebook and a minimum of one other social network
Active user of social media services

Preferred Qualifications:

Minimum of 2-3 years experience in delivery operations
Bachelor's Degree Preferred
Preferred Experience managing project operations to achieve daily goals and deliverables
Ability to work in fast-paced dynamic environment
Reporting and analytics experience.
Demonstrate experience in technical work environments with highly tech savvy teams.
Experience in a quality control environment.  Strong practical experience with Excel (pivot table, charts, statistical functions) is essential. -OR-
Working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales.   Strong technical and numerical skills with advanced Excel skills.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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