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
- Expected international travel 4-5 months out of the year
The salary range for this position is $60,000 to $70,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.
