Job Description
Overview:
The Sr. CX Automation Specialist supports the strategic direction for automation across all contact channels within Consumer Care and After Sales on a domestic and global planning level. They will achieve this by managing complex projects identified in our live-agent support and automated channel strategy roadmap. This individual is passionate about delivering a great experience, is proficient with digital support channel offerings, has a penchant for details, and has a passion to drive towards innovative solutions for our agents and our consumers. The highest priority of this key role will be to expand the reach and effectiveness of our “digital workforce” to deliver on key business objectives. This role will be proactive in the identification and problem solving that will lead to the implementation of new strategies that increases agent efficiency, improves the consumer experience, enhances self-service effectiveness, expedites data insights and digital content creation.
Responsibilities:
- Collaborate closely with the Consumer Care, After Sales Operations, Technology teams, and with 3rd party solution providers to deliver solutions towards the key automation goals.
- Lead testing for solutions to improve agent efficiency or consumer-facing automation.
- Identify trends or risks to the consumer experience or agent flow and consistently monitor best in class or competitor support offerings.
- Recommend new innovations, tools and methodologies that support process efficiency through pilots and roll-out.
- Lead an assessment of our organization’s support approach, prioritization, and capacity to leverage digital capabilities (data, process, tech) through a maturity assessment.
- Participate in designing the digital transformation roadmap by working with the IT and Tech teams to identify strategic processes with a view to automate.
- Create and measure performance dashboards relevant to each support channel’s offering.
- Provide a readout on current and future state of our channels by offering insights that are clear and potentially actionable.
- Journey map and/or flow chart current and future states of support to assess the process opportunities, content enhancements, or system improvements needed.
- Develop project briefs that apply prioritized recommendations drawn out of analysis.
- Identify testing tools for regular monitoring of voice/non-voice automation solutions.
- Serve as the voice of Consumer Care on automation across channels, using knowledge of BISSELL products, policy, and procedures to serve our consumers.
- Remain current on all BISSELL products by understanding functionality, applications, current issues & resolutions, and organizational goals behind each product.
- May be required to perform other duties as assigned.
Required core Competencies:
- Technology focused with ability to adapt to new and evolving Technologies
- Continuous Improvement
- Oral and written communication with impact
- Manage/contribute to multiple dynamic priorities
- Professional expertise
- Actively seek and share information
- Interpersonal/collaborative skills
- Initiative
Required Experience / Education:
- Degree minimum: Bachelor’s Degree
- Specific concentration: Preferably in a STEM discipline
- Experience level: 3-5 Years
Preferred Experience / Education:
- Experience as an automation or orchestration architect for complex systems automation through phone, chat/SMS, email, social, and web channels.
- General understanding of partner solutions such as cloud Telephony, CRM, Chat, Social, fraud detection, knowledgebase.
- Ability to serve as a team lead and mentor staff.
- Grasp of automation technologies including RPA, AI, NLP/NLU and LLM’s
- A demonstrator of technical and analytical proficiency through presentation and tools necessary for creating visually and verbally engaging content/reports
- Experience with UX, in a service environment, or with CRM systems is a plus.
Training or Skills Required:
- Excellent written and verbal communication
- Proficiency with Microsoft Office, social media monitoring tools, CRM tools
- Ability to analyze, evaluate, and effectively communicate project performance.
- Strong organizational skills and attention to detail
- Ability to communicate observations and concerns to upper-level management
- This position requires the ability to manage the flow of data, perform analysis, generate summary reports, and communicate by voice or data while being connected in the office, at home or while travelling by laptop or mobile device regularly without regard to time zone or day of the week.
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