Principal Advisor Workflow and Operations

2 weeks ago


Hamilton, Waikato, New Zealand Absolute IT Full time
Hamilton- Other- $120K - $160K- Full Time- Permanent- 11 Mar 2024- Permanent national role

  • Challenging role with multiple projects
  • Five week annual leave

About the Company:

Our client is a large government organisation going through a transformation phase.

About the role:
This role is a lead for digitally assisted channels within the clients data and design team. You'll champion these channels, integrate them into existing systems, and ensure they're user-friendly and valuable.

As a workflow and operations expert, you'll design and deliver programs that improve efficiency and user experience for both customers and staff.

This fast-paced environment provides 24/7 service across New Zealand communities.

Benefits:

  • Flexible work
  • Learning and development opportunities

Skills & Experience

  • Extensive background in a relevant Principal Advisor role, adept at analyzing complex reports and crafting targeted communications.
  • Proficiency in Workforce Management (WFM) methodologies, systems, and technologies.
  • Extensive experience in statistical analysis and problemsolving within an omnichannel environment.
  • Familiarity with omnichannel customer engagement software like Genesys and NICE, and CRM systems, with preference for Salesforce.
  • Knowledge of monitoring tools like Datadog and PlatformasaService (PaaS) platforms such as AWS, Azure, and MuleSoft.
  • Demonstrated ability to maintain effective processes while making decisive decisions during critical situations, like priority service outages.
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