Minimum work experience-10 years in BPO industry
Qualification-Graduate, preferably a Post Graduate with COPC - Certification is a must.
Conduct COPC Framework reviews to ensure COPC Standard readiness.
Provides recommendations affecting achievement of business goals or objectives established.
Support the sites during COPC audit in order to achieve maximum results.
Drive process improvement by driving compliance in approach & deployment in various processes
To review existing process approach & assess development strengths in relation to the performance output.
Perform audits in order to perform gap analysis with regards to compliance on the standard.
Understanding the respective client/organization/business objectives and environment, provide custom recommendations that allows process improvement beyond the pre-set thoughts.
Conduct regular structured support meetings to provide essential support to close the gaps and achieve compliance to the standard.
To perform Table F review and analysis on performance measurements to drive necessary action plans and performance is not meeting target or not showing sustained improvements.
Guides teams with a structured approach on problem solving and continuous improvement especially with complex problems.
Conduct monthly & quarterly compliance testing to ensure that all activities are being performed as per the OSP Standard.
Actively contribute to the development of process documentation in accordance with COPC Compliance framework.
Ensure the management & organization of all artifacts to support the compliance requirement on the standard.
Strong industry acumen with expert
Strong attention to detail and ability to read trends.
Demonstrate ability to articulate and compare alternative approaches analytically.
Demonstrates high degree of creativity and advance analytical ability to identify opportunities.
Be able to provide support to teams in a multilingual / multicultural environment.
Ability to analyze trends and large data to get meaningful information.
Proven ability to understand and follow complex instructions to successful conclusions.
Have clear understanding of COPC-2000 OSP Standard requirements.
Prior understanding of COPC Standard is preferred however not required as successful candidate will be provide with COPC Registered Coordinator Training
Having an exposure of minimum 6 years in the contact center industry will be preferred
Having an exposure of minimum 4 years in a supervisory role will be preferred
Should be prepared to travel at least a minimum of 50% in a year (2 Weeks in a month)
Ability to work with flexible hours to support various geographies & time-zones