Responsibilities
•Implement new processes.
•Monitoring all operations metrics with solid reporting “Actionable insights.
•Maintain effective work streams by working with the different internal departments.
•Conduct an Audit to ensure compliance with operations process & procedures and performance reviews.
•Understand business needs and objectives.
•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.
•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.
•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.
•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.
•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 the RACI model and follow up to ensure the progress within the deadline.
•Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
•Performs miscellaneous job-related duties as assigned.
Requirements
•Bachelor's degree.
•Level of English: Excellent Level.
•Experience in 5 years minimum
•Excellent verbal & written communication
•Good business acumen
•Good knowledge of the COPC & Six Sigma
•strong analytical skills
•identify and solve varied business problems
•Advanced knowledge of the 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
•Strong prioritization &influencing skills
•Strong change management skills
•Strong presentation skills
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Last updated on Aug 29, 2023