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)
Stakeholder Management & Communication
Problem Solving & Decision Making
Contact Center Technologies (CRM, WFM, Telephony)
Automation & Digital Transformation
Customer Experience Focus
Qualifications
Bachelor's degree in business, Operations, Analytics, or related field.
2-5 years of experience in contact center operations, workforce management, workflow analysis, or process improvement.
Strong analytical, communication, and stakeholder management skills.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
A.P. Moller - Maersk Chennai, Tamil Nadu, IND Office
Maersk Line India Pvt Ltd, Prestige Zackria Metropolitan, Block A, 6th Floor, # 200/1-8, Anna Salai, Near Thousand Lights Metro Station, 600002 Chennai, Chennai, India, 600002
