Title: Process Excellence and Robot Automation Lead

Department: Customer Service Operations

Core Responsibilities

• Conducts evaluation of existing business processes for the purposes of identifying and executing on improvement initiatives
• Analyzes and tests current processes and systems to determine effectiveness and efficiency
• Oversees process change implementation and testing, and reviews changes to ensure they result in measurable organizational improvements
• Uses development knowledge and methods to design, configure, program, and test robotic systems or related software
• Design robots or robotic systems or components with the goal of improving efficiency or accuracy in tasks that can be automated
• Creates and revises design specifications
• Documents and accesses “As Is” and “To Be” workflows for business processes
• Creates, edits and maintains Standard Operating Procedures for business processes
• Partners with Training, Business Owners and Content Manager to ensure accurate maintenance of all process documents within the Customer Service Organization

Key Competencies

• Ability to work as part of a team
• Technical expertise
• Strong attention to detail
• Strong written and verbal skills
• Data collection and analysis
• Problem analysis and problem solving
• Planning and organization
• Time Management
• Ability to multi-task and prioritize
• Decision making
• Customer service oriented

Education and Experience

• Bachelor’s Degree (or equivalent experience). Previous experience with automation projects is preferred.
• Knowledge of call center operations strongly preferred.
• 1-2 years of experience in operations, customer service, or IT with a track record of increasing responsibility and delivery
• Proven ability to understand/document current as-is and future state processes.
• Experience working on business transformation initiatives, lean process improvement projects, or agile development.
• Strong analytical and technical capability.
• Knowledge of / experience in using automation and analytics tools (BluePrism, Tableau, etc.) preferred
• Knowledge of / experience in using Visio process mapping preferred
• Possess a highly collaborative approach to building consensus and working across teams.
• Proven ability to interact with and/or manage cross-functional processes & teams.
• Proven ability to communicate to both technical and non-technical teams and managers to enhance their decision-making capabilities.
• Proficient in the use of MS Office: Excel, Word and PowerPoint.
• Strong attention to detail, ability to meet deadlines and implement processes & solutions as required.

Job Classification

• This is a full time exempt position