Postúlate en Kit Empleo: kitempleo.com.ar/empleo/q215v

Responsibilities

Understand back office processes and define the variables needed to identify required data sources

Analyze and automate the agent experience via Agentic AI together with a data project team, focusing on the tools and systems used in their daily work.

Conduct in-depth analysis and definition of agent needs for medium to very complex projects related to their workflow and tool usage.

Design, develop, and deliver solutions that enhance agent productivity and satisfaction, including documentation and communication.

Proactively identify and fill in gaps as soon as possible when engineers discover issues during process automation

Provide cost-effective solutions that:

Streamline agent workflows and processes

Enhance the agent experience while maintaining data integrity and compliance

Improve business performance through agent-centric process enhancements

Develop new tools and processes tailored to agent needs, plan and facilitate discussions, meetings, and working sessions with agents and stakeholders.

Demonstrate subject matter expertise in agent experience when explaining outputs to senior leaders.

Ensure open and ongoing communication to support change management, particularly for changes affecting agent workflows. Connect with process Subject Matter Experts (SMEs) and collaborate with engineers to ensure clear understanding of processes and requirements

Establish and maintain connections with the tech team and data resources from TELUS

Liaise within the team and interface with agents, team leads, technology partners,



and vendors on cross-functional implementation activities

Lead process improvement aspects of projects or components of very complex projects

Create and manage project or work stream tasks, deliverables, and schedules

Provide constant reporting and updates to the Tech Lead and Project Manager on project status, progress, and blockers

Oversee process and system changes for agent-focused initiatives, including:

Requirements definition based on agent feedback and needs analysis

Risk assessment and mitigation for changes to agent tools and processes

Stakeholder update presentations on agent experience initiatives

User interfaces and processes designed optimized for agent usability

Documentation of agent-facing tools and processes

Testing of new or updated agent tools

Communication on changes to agent workflows and tools

Cost/benefit analysis of agent experience improvements

Maintain awareness of industry trends and technology that could enhance agent experience and efficiency if implemented.

Qualifications

- 5+ years of experience in business analysis, preferably with a focus on user experience or agent-facing tools
- Strong understanding of contact center operations and agent workflows




- Experience understanding back office processes and defining data requirements
- Experience with CRM systems, workforce management tools, and other common agent technologies
- Proficiency in user experience (UX) design principles and practices
- Strong analytical and problem-solving skills
- Excellent communication and presentation abilities
- Proven ability to collaborate effectively with SMEs, engineers, and technical teams
- Proficiency in project management methodologies
- Experience with data analysis tools and techniques
- Ability to empathize with agent needs and translate them into technical requirements
- Private health insurance for the family group (spouse and children)
- Hybrid work model (our offices are always open!)
- 15 business days of vacation
- Lazy Days (days off without justification)
- Performance bonus
- English classes during working hours
- Access to learning platforms (Udemy, Platzi, and Crehana)
- Discounts on a wide variety of products, stores, and services
- Welcome kit
- Cultural activities: Friday barbecues, soccer, game nights/afternoons, and more
- Special gifts for occasions: birthdays, anniversaries, etc.
- Internal training: GM2 Talks
- Offisnack (discounts on purchases)
- Knowledge Hubs aligned to business strategy

GM2 is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.

#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.ar/empleo/q215v

📌 Product Lead (Buenos Aires)
🏢 GM2 Argentina
📍 Buenos Aires