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Process Optimization Specialist

2 months ago

Singapore MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD Full time
Job Summary

We are seeking a highly skilled Process Optimization Specialist to join our team at MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD. As a key member of our customer support team, you will be responsible for ensuring the smooth operation of our backend systems and processes.

Key Responsibilities
  • System Configuration and Management
    • Manage internal system backend configurations, including customer support ticketing systems, internal product feedback, testing tools, and category/form/routing.
    • Configure backend routing to ensure full schedule and skillset coverage across regions and products.
  • Routing Workflow Design and Execution
    • Design and execute global routing workflows across multiple layers of customer support and Product specialist teams on internal ticketing platforms.
    • Analyze data and escalation feedback to identify opportunities for improving routing workflows and strategize with regional operations teams to drive routing changes based on changing product landscapes.
  • Staffing and Scheduling
    • Manage and design a 24/7 staffing roster from a workforce management perspective for internal and external teams.
  • Process Governance and Documentation
    • Govern the process and documentation of system configuration and logic, working with cross-functional stakeholders to ensure alignment and updatability with business needs.
Requirements
  • Bachelor's degree or above in a relevant field.
  • 4+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk.
  • Excellent communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives.
  • Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience.
  • Good data analytical and business analysis skills; proficient with Excel/spreadsheets.
  • A fast learner and self-starter with a good sense of judgment.
  • Familiarity with digital advertising platforms, such as Google, Meta, and TikTok advertising solutions, is a plus.