Process Excellence and Robot Automation Lead

| Chicago

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
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Location

875 North Michigan Avenue , Chicago, IL 60611
875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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