Systems Enablement Manager, Customer Service

Hopper

3d•Remote

About The Position

Customer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavor to leverage AI technologies to build automated workflows, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Systems Enablement Manager will have an integral role in driving customer happiness and reducing HTS cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement. The Systems Enablement Manager will be responsible for owning all agent-facing tools. They will focus on every-day automation initiatives, including agent and customer workflows, AI virtual assistant building and governance; along with data management; and overall system administration.

Requirements

Has a strong understanding of contact centres, live support tool operations and agent behaviours
Has excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approach
Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.
Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location
Is commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things
Experience in a technical role (Software QA, Junior Engineer etc.)

Responsibilities

Liaise with internal and external stakeholders to collect functional and technical requirements
Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge Bases
Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data)
Responsible for the upkeep and maintenance of all tools including during emergencies
Optimize agent workflows based on new HTS products/initiatives and available tools
QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out
Respond to Systems Service desk requests timely and proactively
Collaborate with internal teams and external vendors to troubleshoot technical issues
Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents
Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date