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Job Description
- Represents the call center as all business processes owner.
- Applies practical application of standard business processes to the day-to-day activities and responsibilities across all of Operations and business units.
- Manages the relationship between internal clients’ expectations and their counter department customers.
- Responsible for ensuring the execution of all sides of the business in an efficient and profitable way, by improving the operational systems, processes and policies
- Represents and manages the customer care business process requirements between different stakeholders in various departments, which may include Service Delivery, IT, Finance, Facility, Quality, call center support, etc.
- Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., implementations teams, service delivery, business development) representing and advocating the customer requirements for complete business process life-cycle until go live
- Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution
- Responsible for Internal and external survey design. Owner of all Corrective Action Plans.
- Serves as point of contact for process changes, and distribution of process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed.
- Work collaboratively with service Delivery team to gather, analyze and make recommendations based on customer data that improves the client's efficiencies from a process perspective.
- Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners.
- Builds and defines operational standards based on department and corporate objectives across all call center accounts and departments for purposes of consistency, accountability and quality.
Job Requirements
- Bachelor’s degree from a four-year college or university is preferred or equivalent experience
- 1-3 years of experience
- Six sigma and ISO 9001 awareness
- COPC standards awareness is a plus
- Call Center quality management background is a plus
- Very good command of English
- Effective verbal and listening communication skills
- Computer skills
- Excellent problem-solving
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