Job Description
About Brillio:
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as “Brillians”, distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.
Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio’s relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.
CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center)
Primary Skills
- Contact center , Program Management, Data Analyst AI , Business Analyst , Six Sigma , Voice, customer management
Job requirements
- Role: CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center)
Years of Experience: 8+ years
Location: Frisco, TX (Hybrid 2-3 days)
As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value.
Job Description:
As Client continues to evolve into a consumer-centric business, the Channel Initiatives Specialist plays a pivotal role in identifying and driving key programs to successfully uncover the root cause behind top customers and support expert pain points. In this role, the Channel Initiatives Specialist will be an important member of our Customer Service Team and will report to the Director of Voice of the Customer and Channel Initiatives.
You will own our root cause channel initiative program ensuring customer service improvement initiatives are planned, aligned, and executed against business and customer objectives - with a focus on reducing costs from the business. In addition to the management of the larger program, you will also directly lead specific root cause initiatives. You will partner closely with Vendor Managers, Data Analysts, Quality Assurance, Product, Engineering, Fraud, Operations, and Marketing teams.
Your goal is to ensure the successful management, implementation, and adoption of Client’s customer service root cause to ultimately deliver great experiences for customers worldwide while supporting long-term business growth.
About the role:
Identify root cause and determine recommendations to product, process and training opportunities
Leadership of multiple channel initiatives focused on call deflection and chat containment
Use customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decision-making
Collaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendations
Quantify impact of pain points and recommended changes
Oversee multi-focused initiatives across the customer service organization
Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors
About you:
3+ years of experience in process and performance improvement using Lean Six Sigma principles
3+ years’ experience in program/project management
Knowledge of customer service and call center operations
Knowledge of data mining using AI tools (Copilot, Genie, etc…)
Must have experience in planning, organizing, and executing projects related to customer service improvements
Proficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.)
Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
Effective presentation skills with ability to translate data into actionable insights
Independent thinker with focus on achieving organizational goals through process optimization
Strong written and verbal communication skills for both customer and cross-functional audiences
Experience managing programs with geographically dispersed teams
Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
Enjoy working in a collaborative and supportive work environment
Why should you apply for this role?
As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.
Know more about
PPE: https://www.brillio.com/platform-and-product-engineering/
DAE: https://www.brillio.com/services-data-analytics/
CES: https://www.brillio.com/services-customer-experience-services/
DI: https://www.brillio.com/services-digital-infrastructure/
Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/
Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/
Equal Employment Opportunity Declaration
Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
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$50 - $60 an hour
Know what it’s like to work and grow at Brillio: Click here
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
