Customer journey professional
2 meses atrás
Conhecimento, Experiência e Formação
Conhecimento em mapeamento e escrita de processos/ normativos;
Leitura e interpretação de inglês;
Vivência em elaboração e acompanhamento de cronograma;
Vivência em elaboração e apresentação de materiais de projetos e governança;
Experiência desejável em Telecom, no segmento de internet banda larga
Experiência desejável em processos e projetos de TI de vendas e atendimento ao cliente
Conhecimento intermediário em metodologias ágeis, melhoria contínua e risk management;
Pacote Office Avançado, principalmente Excel e PowerPoint;
Desejável Power BI;
Ensino superior completo em Administração, Gestão Empresarial, Engenharias ou áreas relacionadas à tecnologia;
Desejável MBA ou especialização em gestão de projetos.
Descrição do perfil
Responsável por acompanhar projetos (sistêmicos e não sistêmicos) que envolvem a jornada do cliente desde a implantação de seus serviços e durante suas interações com os canais de contato da companhia (voz, texto, humano e meios digitais), propondo melhorias nos pontos de interação, visando garantir uma implementação de projeto eficiente e uma que sua jornada se torne cada vez mais acolhedora, empática e fluida.
Principais atividades
Desenvolver e acompanhar novos projetos da área (planejamento, implantação, operações, suporte e elaboração de cronograma de entrega);
Executar rotinas de gerenciamento de dados e projetos;
Ser ponto focal com áreas internas para a condução dos projetos (vendas, atendimento e TI, etc.);
Identificar e sugerir novos métodos para atender às necessidades dos clientes;
Operacionalizar, acompanhar, elaborar e executar projetos e planos de ação para melhoria contínua de processos e indicadores operacionais e/ou de qualidade do atendimento ao cliente;
Conduzir squads multidisciplinares voltados à melhoria contínua dos processos com foco em cliente e negócio;
Conduzir projetos de governança, com base em normas e regulamentos, gerando valor agregado ao negócio, atuando na prevenção de perdas financeiras, fragilidades sistêmicas e melhoria de processos tecnológicos;
Realizar o acompanhamento dos controles de risk management atuando na governança dos controles, cronogramas, ciclos de testes, planos de remediação e acompanhamento de indicadores críticos;
Atuar na elaboração, revisão e divulgação de processos e documentos normativos para mitigar possíveis deficiência e fragilidades identificados em processos críticos de risk management;
Elaborar apresentações executivas.
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