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Job Title ： Customer Experience Planning & Engineering Specialist-Base/Senior Job Responsibilities 1. Drive Performance and Process Excellence Lead initiatives to optimize processes, enhance performance efficiency, and ensure continuous improvement across customer experience operations. 2. Manage KPI and Target Setting Develop and implement key performance indicators (KPIs), set clear targets, and monitor progress to drive alignment with organizational goals. 3. Conduct Performance Trend Analysis and Recommendations Analyze performance data to identify trends, uncover insights, and provide actionable recommendations for enhancing customer experience. 4. Oversee Tool Configuration and Selection Evaluate, select, and configure appropriate tools and technologies to support customer experience planning, data analysis, and process management. 5. Implement Quality Management Programs Design and execute quality assurance programs, conduct root cause analysis, and drive continuous improvement to ensure high-quality customer interactions. 6. Lead Service improvement related project to enhance Premier Customer satisfaction Create comprehensive governance process, SOP aligned with strategic objectives and project needs, focusing on continuous improvement and customer satisfaction enhancement. 7. Support Regional and Sub-Regional Alignment Facilitate coordination between regional and sub-regional teams, ensuring alignment on customer experience initiatives, escalations, and continuous improvement efforts. 8. Lead Business Intelligence and Analytics Utilize data science and analytics to generate insights, support forecasting and planning, and drive informed decision-making for customer experience enhancements. Job Requirements Minimum Requirement Education: Bachelor’s degree in Business Administration, MIS, Engineering, Computer Science, Operations Research or related discipline Experience: Standard: Two (2) years of work experience in workforce management and MIS experience in contact centre operations Senior: Five (5) years of work experience in workforce management and MIS experience in contact centre operations Remark English resume is required. Benefits 公司除了依法提供社會保險、公積金和法定假期以外，還向所有正式、全職員工提供： 1. 年終雙薪 (根據規章制度的相關規定發放)； 2. 補充商業醫療保險，包括員工本人及其適齡子女可享有的額外醫療報銷； 3. 免費年度體檢； 4. 不少于10天/年的年假（法定年假+公司年假，入職當年按比例折算），每年12天的不扣薪病假； 5. 多樣的培訓項目、學習課程以及全球學費資助項目（3000美金/年）等，幫助員工快速適應工作，持續提高工作技能； 6. 內部晉升及轉崗機制，鼓勵員工持續向上以及跨部門職業發展； 7. 豐富多彩的員工活動，如年度慶典、英語演講俱樂部等。