Job Description

Job Title: Channel Initiatives Specialist

Job Location: Frisco, TX

About the role:

• Identify root cause and determine recommendations to product, process and training opportunities
• Leadership of multiple channel initiatives focused on call deflection and chat containment
• Use customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decision-making
• Collaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendations
• Quantify impact of pain points and recommended changes
• Oversee multi-focused initiatives across the customer service organization
• Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors

About you:

• 3+ years of experience in process and performance improvement using Lean Six Sigma principles
• 3+ years' experience in program/project management
• Knowledge of customer service and call center operations
• Knowledge of data mining using AI tools (Copilot, Genie, etc )
• Must have experience in planning, organizing, and executing projects related to customer service improvements
• Proficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.)
• Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact

• Effective presentation skills with ability to translate data into actionable insights
• Independent thinker with focus on achieving organizational goals through process optimization
• Strong written and verbal communication skills for both customer and cross-functional audiences
• Experience managing programs with geographically dispersed teams
• Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
• Enjoy working in a collaborative and supportive work environment

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