Business Process Improvement Specialist

Job Overview:

As a Business Process Improvement Specialist within our Customer Care Department, you will play a pivotal role in optimizing and streamlining our agent processes to ensure efficiency and deliver a 7* customer experience. You will collaborate with cross-functional teams, analyze existing workflows, and implement improvements to enhance the overall effectiveness of our customer care operations.

Key Responsibilities:

Process Analysis and Improvement:

• Use your high level of knowledge of Travelperk processes to conduct detailed analyses of existing customer care processes to identify bottlenecks and areas for improvement, using data and quantitative insights.
• Collaborate with key stakeholders such as Operations, VMO, and C&C  to map and document business processes, ensuring clarity and efficiency.
• Design and implement streamlined processes to enhance the overall effectiveness of the customer care department.
• Plan and conduct short-term tests and experiments to identify the most efficient ways of working. 

Workflow Optimization:

• Identify bottlenecks and inefficiencies in customer care internal workflows and propose solutions to enhance productivity.
• Investigate and implement workflow automation and optimization strategies to improve response times and resolution rates.
• Monitor and analyze key performance indicators (KPIs) to measure the impact of process improvements.

Technology Innovation:

• Research available technologies available in the market which could advance Travelperk operations.
• Collaborate with Travelperk product teams, tooling and other relevant departments to trial technology solutions that enhance customer care processes and workflows.
• Provide documentation to customer care teams on new technologies and processes.

Continuous Improvement:

• Stay abreast of industry best practices and emerging trends in customer care and business process management to inform your decision-making. Eg. By performing benchmarking.
• Contribute to other Operational Excellence team's initiatives to ensure the ongoing optimization of customer care processes.
• Gather feedback from customer care teams and incorporate insights into process improvement initiatives.

Stakeholder Management & Communication

• Build and maintain strong relationships with key stakeholders, both within and outside of customer care.
• Communicate process changes, updates, and improvements effectively to ensure alignment, address concerns and ensure a smooth transition and understanding among all stakeholders.
• Facilitate regular meetings and discussions to gather feedback, address concerns, and foster a collaborative environment.