Commsec Improvement Specialist
About the job
The Improvement Specialist at CommSec plays a vital role in enhancing customer and agent experiences within the Contact Centre Centre of Excellence. By partnering with delivery squads, this job focuses on identifying and implementing process improvements that drive operational efficiency and exceptional service. The team thrives on collaboration, innovation, and a commitment to continuous improvement.
You'll be responsible for
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Supporting delivery squads
Providing contact centre SME input into customer and agent experience design, process design and solution development.🚀
Leading process improvement initiatives
Leading defined process improvement or optimisation initiatives, including problem definition, current and future state mapping, and implementation support.🔍
Conducting diagnostics
Identifying improvement opportunities and prioritising them based on customer, operational and risk impacts.Key criteria
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Business analysis and process improvement experience
Demonstrated experience in business analysis and process improvement roles.View
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Collaborative teamwork skills
Ability to work collaboratively with squads and stakeholders.View
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Strong communication skills
Proven influencing and stakeholder management abilities.View
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