The CEM Workflow Specialist drives operational efficiency by managing workflows, monitoring performance, and optimizing resource utilization. The role focuses on improving service levels, balancing workloads, analyzing performance trends, and enhancing customer experience through process improvements and data-driven decision-making.

Must be comfortable working in the night shift (6:30 PM to 3:30 AM)

Key Responsibilities

- Manage and optimize workflows across customer service channels.
- Monitor operational KPIs and provide performance insights.
- Identify bottlenecks and implement process improvements.
- Support workforce planning, forecasting, and workload balancing.
- Collaborate with operations, quality, training, and WFM teams.
- Maintain reporting accuracy and leverage contact center technologies.
- Drive automation and continuous improvement initiatives.

Required Skills

- Workflow Queue Management
- Workforce Planning and Optimization
- Data Analysis Reporting (Excel,



Power BI)
- Process Improvement Root Cause Analysis
- Performance Management (SLA, AHT, CSAT, Productivity)
- Problem Solving Decision Making
- Contact Center Technologies (CRM, WFM, Telephony)
- Automation Digital Transformation
- Customer Experience Focus

Qualifications

- Bachelors degree in business, Operations, Analytics, or related field.
- 2-5 years of experience in contact center operations, workforce management, workflow analysis, or process improvement.
- Solid analytical, communication, and stakeholder management skills.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Specialist - Workflow Management (Chennai)
🏢 APM Terminals
📍 Chennai