Regional Contact Center Expert

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

Requirements

• VGs in scope: US, GB, CAN, AUS, NZ
• Vendor in scope: TP Philippines

Qualifications

• Holds a degree in Business Administration or equivalent
• Has 3-5 years of CC business experience

Skills

• Excellent communication skills
• Learning and research skills
• Written and documentation skills
• Organization skills and detail-oriented
• Constructive criticism spirit and open to new ideas

Benefits

• Salary range: $60,000 to $70,000 annually plus bonus
• International travel expected 4-5 months out of the year