Process Optimization Specialist

Há 1 mês

São Paulo, São Paulo, Brasil Wellhub Tempo inteiro

About the Role

We are seeking a skilled Process Optimization Specialist to join our Business Transformation team in São Paulo. As a key member of our team, you will be responsible for creating accurate and customer-oriented content for CX teams, managing databases of CX processes, and analyzing usage data to seek continuous improvement of a centralized repository for frontline teams to access operating procedures and information.

Your Responsibilities

  • Develop and manage a Knowledge Base for CX agents.
  • Establish standard answers with macros, shortcuts, and agents scripts on a global scale.
  • Make documentation easy to understand and to follow, seeking efficiency and automation.
  • Partners day-to-day with the Process Improvement team and other CX operations areas to translate processes to efficient customer-like guidelines.
  • Coordinate and facilitate regional stakeholders balancing regional needs and standardization needs.
  • Review and maintain the accuracy, organization, readability and style, ensuring consistency and standards.
  • Gather feedback from internal customers, and formulate suggestions for its improvement.
  • Continuously monitor data to report the health and efficiency of the knowledge base and its content.
  • Report statistics on knowledge base usage, patterns, trends and any other relevant metrics.

Requirements

  • Proficiency in Portuguese and English, able to translate content ensuring key messages are understood globally.
  • Excellent verbal and written communication skills, ability to translate complex ideas into easy-to-understand customer support language and action steps.
  • Detail-oriented with outstanding organizational skills.
  • Proven interpersonal and collaboration skills.
  • Analytical skills, ability to translate complex concepts into clear and understandable ideas.
  • Client service mindset, highly responsive, and advocating for customer centricity.
  • Experience with customer experience roles and Zendesk will be considered an advantage.
  • Proficiency with computer and software tools, copywriting and editing skills, skilled in at least one Content Management System and HTML.

About Wellhub

We are a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs. Our benefits include:

  • WELLNESS: Health, dental, and life insurance.
  • FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone.
  • FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope.
  • WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too.
  • PAID TIME OFF: We know how important it is that our employees take time away from work to recharge.
  • PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life.
  • CAREER GROWTH: Outstanding opportunities for personal and career growth.
  • CULTURE: An exciting and supportive atmosphere with ambitious people from around the world.

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer.

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