The Regional Contact Center Expert will oversee the contact center business processes under their expertise and dedicated markets assuring their implementation, harmonization and compliance across VGs and vendors, proportionating a global approach and sharing of best practices that correspond to the local needs and global strategy.
Responsibilities
- Deployment and rework of standard business processes in a global harmonization context
- Process mapping and documentation for knowledge base and training
- Generation and review of knowledge articles (KMS editor role)
- First level point of contact for VGs, vendors and Enablement for topics concerning CC business processes
- Execution of activities related with quality monitoring processes (guidelines, calibration, improvement actions)
- Train the Trainer activities regarding deployment of new or updated processes (VGs and vendors)
- Generation of insights and proposals for continuous improvement
- VGs in scope: US, GB, CAN, AUS, NZ
- Vendor in scope: TP Philippines
What we're looking for
- Harmonization of 70% of CC processes across VGs/Regions
- High quality Contact Center documentation covering the main CC processes
- Achievement of External CC quality KPIs (CSAT, FCR, QA, CA)
- Education: Degree in Business Administration or equivalent
- 3-5 years of CC business experience
- Excellent communication skills
- Learning and research skills
- Written and documentation skills
- Organization skills and detail-oriented
- Constructive criticism spirit and open to new ideas
- Business fluent English and additional language