Consumer Support Readiness Process Analyst
Job Description
- Provides leadership for overall process improvement;
- Applies in-depth customer service or call center knowledge to support policies and processes;
- Develop operations manuals or reference tools/guides for the Service Delivery team and documents existing business processes, perform details analysis and recommend improvements, highly automated and repetitive processes
- Define opportunities for and drive implementation of incremental process improvements
- Analyze complex support information/process flow and needs
- Works with management to evaluate alternative procedural and systematic solutions which most effectively meet Support needs while maintaining acceptable business standards
- Summarize and report key analytical findings from existing reports in both oral and written form to the management; Build analytical models of operational data to benchmark against the market data
Requirements
- Bachelor’s Degree in Business and related areas, Applied Mathematics/Statistics or Industrial Engineering;
- 1 to 2 years experience in a business optimization and re-engineering environment setup or operations management in software industry;
- 1 to 2 years experience in project management and continuous improvement methodology, i.e., Six Sigma, Total Quality Management;
- A self-starter who can work alone or as part of a wider project team;
- Strong experience creating analytical models, including database manipulation (i.e., Excel, MS Access, etc);
- Consistent and reliable performer with strong sense of focus as well as demonstrate persistent and methodical follow-up approach;
- Manifests interpersonal skills to be able to work with people at all levels;
- Able to motivate people and influence a positive change in people’s attitudes;
- Excellent written and spoken communication skills;
- Results-oriented, career-minded, hard-working, focused, and team-oriented employee
- Strong analytical and problem-solving skills;
- Has the initiative and the ability to offer new ideas;
- Strong organizational and time management skills. Able to manage tasks and project schedule;
- Has the ability to control group situations and facilitate groups;
- Excellent personal presentation and business and technical writing skills;
- Personal commitment to improving one's own knowledge and skills;
- Knowledge on Customer Care Training methodologies (Certification is an advantage);
- Travel is required;
- Willing to work flexible hours in order to meet project schedule;
- Excellent cross-functional team coordination skills;
- Exceptional listening and analytical skills; and,
- Ability to learn new concepts quickly and apply to assigned tasks and responsibilities.
To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph
