Contact Center Process Owner / Engineer at Equifax

Posted in Management 27 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Atlanta, Georgia





Job Description:

The Service Owner is responsible for the overall performance and effectiveness of assigned complex business processes or services offered by Consumer Care. This position will drive optimization across multi-channels (voice, eMail, mail, chat, etc), lead large collaboration events across internal teams (Operations, IT, Marketing, Security, Legal, Compliance, Reporting, etc), and author/ maintain associated policies and service scorecards as the subject matter expert (SME). Most importantly, the Process Owner is the primary champion of a low effort, high satisfaction customer experience that is aligned with the strategic direction of the business.

Responsibilities:

• Map, write, publish, and maintain complex processes in both BlueWorks (BPM) and company repositories; utilizing EFX documentation standards and templates

• Identify and address process breakdowns and system defects. Produce recommendations and associated business cases for end-to-end optimization of process/technology and coordinate resolution activities.

• Perform routine internal audits of processes.

• Lead and/or participate in large scale process/project activity as the SME, including LEAN and Customer Journey Mapping, to ensure alignment with existing or new processes.

• Recommend and implement automation and process efficiencies; updating processes where applicable. Incorporate process design, process risk assessment, piloting, and data analysis and reporting.

• Measure, report (daily, monthly, and quarterly), evaluate and improve service performance, quality, and CSAT.

• Proactively conduct and promptly respond to complex trending and analysis, implement corrective and preventative action plans, and follow up on assessing the ongoing effectiveness of implemented mitigation plans.

• Respond promptly to legal and compliance requests. Responsible to mitigate compliance observations with associated service/process.

Key Competencies/Skills:

• Ability to think critically and map complex processes in detail

• Ability to understand/utilize process maps, control charts, and other quality management tools

• Ability to conduct cost/benefit analysis

• Ability to deal with ambiguity and competing objectives in a fast paced environment

• Ability to develop scalable, high impact solutions

• Ability to translate massive data sets into actionable business results

• Ability to explain analysis results to senior stakeholders through verbal and written communications

• Ability to monitor and measure the effectiveness of processes

• Ability to engage with customers as needed

• Ability to Self-start, work independently and demonstrate an owner’s attitude towards our most important and complex data

Basic qualifications:

• Bachelor's degree required

• 5+ years of professional experience in a process improvement role using Lean/Six Sigma (preferred), innovative, creative, and flexible

• Experience preparing and presenting business case financials (Cost, Savings, ROI, NPV, etc)

• Knowledge of Equifax Systems (ACIS, ACRO, CCMS, GCMS, Salesforce, Siebel), previous experience with Exchanges and or US Consumer Services preferred service

• Experience with cross-functional teams with respect to implementation of project/program requirements

• Excellent verbal and written communication skills with the ability to present information concisely with supporting data

• Ability to communicate with both business and technical teams

• Proven problem solving and project management skills

• Outstanding attention to detail and organizational skills

Primary Location:

USA-Atlanta-One-Atlantic-Center

USA-Atlanta JV White

Function:

Function - Project, Program and Process Management

Schedule:

Full time