Assistant Manager - Process Design Job in Bangalore at Zeta Tech

Zeta Tech is hiring for the role of Assistant Manager - Process Design!

Responsibilities of the Candidate:

• Ability to identify automation/improvement opportunities and create automation/transformation roadmap.
• Design customer flows over chatbot to deliver the right experience for consumers.
• Continuously evaluate and re-engineer processes to provide best in class resolution and increase in FTR.
• Set up proactive monitoring process : work with various operating and product functions to receive alerts for leakages within the customer journey and communicate effectively to minimize reason for contact.
• Setting up a strong VOC mechanism and seek inputs received through various channels : Email, chat, NPS, social media channels

Requirements:

• Experience in Process Design, Process Excellence, Process Automation, Operational Excellence, Quality.
• Should have worked with CS teams on relevant metrics such as CSAT, AHT, FTR, Re-opens, FRT etc.
• Must possess knowledge of PowerPoint and Excel.
• Six Sigma (Preferred - Black Belt) with Quality improvement and Lean Deployment background.
• Well versed with Industry Digital technologies & leading tools, automation, AI