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Job Description
Main Responsibilities
- Implement new processes, drive strategic initiatives, and budget resources.
- Monitoring all operations metrics with solid reporting “Actionable insights.
- Continuous improvements for implemented processes.
- Develop and maintain effective work streams by working with the different internal departments.
- Conducting needed audits and performance reviews.
- Check the Operational Business Continuity plan.
- Reviewing Quality, Training & operations performance standards.
- Ensure that the team implements company values, and objectives and follows all policies, regulations and procedures according to COPC standards.
- Supporting all functions of the business to work together.
- Stay up to date on new trends & operations performance best practices.
- Analyzing data to identify areas of improvement in the organization, such as customer satisfaction, employee retention rates, or operational costs.
- Find new revenue opportunities within the existing client base.
- Reviewing tasks, responsibilities, objectives and KPIs for the team members that will help to fulfill the departmental objectives as well as the corporate objectives.
- Conduct Training sessions, mentoring, and guiding team members in new processes according to COPC standards.
- Assess each issue/situation using COPC standards to support a decision.
- Analyze & gather data & requirements and assess process change using interviews, document analysis, workshops, surveys, and workflow analysis.
- Implement COPC principles and processes across the company.
- Monitoring operations performance and processes..
- Cooperate with the internal department to enhance productivity, and staff satisfaction & identify opportunities for cost reduction.
- Provide feedback and recommendations to the management.
- Cooperate with stakeholders to set an action plan for each account according to RACI model and follow up to ensure the progress within the deadline.
- Conduct an Audit to ensure compliance with operations process & procedures.
- Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
- Understand business needs and objectives.
- Analyze data to identify the problem and all relevant issues
- Performs miscellaneous job-related duties as assigned.
Job Requirements
Competencies and Professional Background
- Bachelor's degree.
- Level of English: Excellent Level.
- Experience in 5 years minimum
- Excellent verbal & written communication
- Good business acumen
- six sigma green belt is a MUST.
- Certified COPC.
- Strong analytical skills.
- Identify and solve varied business problems
- Advanced knowledge of call center industry (systems, processes, techniques)
- Proficient in Microsoft office.
- Strong coaching and leadership skills,
- Self-motivated, disciplined and organized.
- Able to work under limited supervision and meet the deadlines.
- Ability to meet targets and deadlines while maintaining a professional standard.
- Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations.
- Drive towards continuous development and improvements.
- Strong prioritization &influencing skills.
- Strong change management skills.
- Strong presentation skills.