■業務内容
・コンタクトセンター領域を中心に、行内各部署を回り、DXを活用した課題解消や社内効率化を提案・推進(※)
・各施策の立上から開発工程前までのプロジェクト管理、開発側へのシステム要件の引渡しや、新業務導入を所管部と協働で主導
※想定される内容
・応対品質向上・生産性向上に向けた施策の立案、実行、検証
・生成AI・チャットボット等を活用した新規サービスの企画立案、実行、検証
・お客さまの自己解決率向上に向けたソリューション導入とPDCAサイクルの構築 等
■主な役割:
・プロジェクトマネージャー(PM):マネージメントの方針に基づき、実務レベルでのロードマップを描き、実行計画を策定し、その実行を主導
・ビジネスアナリスト(BA):要件定義や事務・システム設計を主導(特定のソリューションについて、開発標準や管理方針の策定や実装を担うケースもある)
・データ分析:受電データ等を分析し、業務改善施策の立案・推進
■魅力とキャリアパス:
・日本有数の規模を誇る三菱UFJ銀行のコンタクトセンター(問い合わせ約500万件/年、オペレーター・管理者含...
【求める人材】
【必須】
■コンタクトセンター、コールセンターのDX推進の経験
【歓迎】
・コンサルティングスキル(データ分析、要件定義)
・プロジェクトマネジメント経験
・コールセンター業務経験
・生成AIソリューションの導入経験
【給与】
600万円~1300万円
※ご経験に応じて要相談致します。
【勤務地】
東京都
【勤務時間】
08:40~17:10
【雇用・契約形態】
【待遇・福利厚生】
■健康保険■厚生年金保険■雇用保険■労災保険■通勤手当■残業代全額支給■寮、社宅補助、住宅手当(※世帯状況に応じて条件が変わります)
【休日・休暇】
■原則完全週休2日制(土・日)■暑中休暇■年末年始休暇■有給休暇 ■産前産後休暇■育児休業■看護休暇
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