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Job Description
- Provide frequent CSAT related Analysis including CSAT drivers & EU feedbacks analysis Work on Improvement project for performance metrics (6 Sigma) according to the prioritization approach or Red flags.
- Analyzing & Providing recommended improvement actions for operational KPIs and results on periodical basis to ensure availability of information to all levels.
- Studying positive or negative trends that determines the effectiveness of operations and effect on business productivity and profitability.
- Responsible to identify any sort of weaknesses including dropped Table-F metrics and aims to eliminate them ensuring documentation for proper action plan.
- Conduct improvement opportunity analysis in order to maximize Raya service offering and value added to its clients Work closely with the Operations Manager & Program Manager to lead and drive improvement projects using structured improvement processes e.g. 6 Sigma.
- Align with all management levels in case of unexpected events, or potential crisis situations on ad-hoc basis to ensure actions take place for performance to be at the required status.
- Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision making process.
- Providing the necessary information to assist and support implementation of all new project scope including process maps/documents, designing IVRS and customer journey map.
- Design CC staff KPIs based on client focus, 6sigma projects required controls or red flags.
- Identify table f required metrics based on COPC exhibits for each service type/ client required metrics according to SOW
Job Requirements
- Interpersonal Skills: Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.
- Technical Skills: Analytical – Computer - Power BI
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