Role description
As a Process Engineer, you will be responsible for defining, measuring, and improving CCC Agent Processes, acting as Change Owner, and participating as Agent Process Subject Matter Expert in initiatives/projects.
He is responsible for providing support to the internal and external customers requesting the services of the organization, including – but not limited to – contact center agents, Operations managers, HP partners, account specialists, Project/Program managers, and others. He will play a key role in ensuring business continuity and will act as a process and subject matter expert supporting standard tools and processes for Agents. Works with CCC market operations to perform business changes and updates that positively impact the CCC by performing process standardization and Simplification.
What a Customer Care Center Process Engineer does at HP:
Job responsibilities:
• Design, document, communicate and monitor the CCC processes ly
• Participate as Subject Matter Expert in process improvement projects and tools transformation, business migrations and implementations.
• Identify, assess process-standardization and Automation opportunities and participate in projects related to process-standardization and automation
Individuals who do well in this role at HP, usually possess:
Qualifications/Skills
• 3/4 + years of experience in Customer Support
• Strong knowledge in consumer and commercial CCC processes
• Experience in Process Management, simplification and standardization
• Excellent analytical thinking, technical analysis and data manipulation skills to support data analysis
• Project management skills and affinity
• Change management skills
• Strong time management skills and ability to prioritize
• Ability to interact with people in all regions
• Self-Disciplined /Independent worker (ability to provide results without management monitoring)
• Excellent spelling and grammar skills in English