oWork closely with internal stakeholders from CCC agents to the contract business Client Managers to identify and create core business processes and workflows.
oDocumentation, implementation, standardization, communication and reengineering of processes and work flows.
oDevelopment of clear and detailed process maps and business requirements.
oCreate and implement initiatives, business process development, and operative process management.
oLiaise with management to coordinate process improvement project activities.
oCreate process plans that contain project goals, milestones (roadmaps), and resources.
oActive participation in business transitions, tools transformation, business migrations and implementations.
oCommunicate business changes and updates.
oAct as business s-partners trusted advisor by identifying issues and risks and providing support in CAPs’ development & implementation.
oManagement of projects when required.
oDeliver effective process training to new hires and seasoned employees.
Requirements & Qualifications :
oStudies in Industrial Engineering / Business Administration or equivalent experience.
oHigh level of competence with MS Office suite such as excel / ppt and MS Visio
oHigh degree of contact center knowledge
oContractual experience preferred but not mandatory
oBasic / intermediate project management skills
oExcellent spelling and grammar skills
oExperience developing instructional and procedural documentation and presentations
oSelf-Disciplined / Independent worker (ability to provide results without management monitoring)
oStrong analytical skills with a demonstrated ability to extensively analyze business processes and workflow.
oStrong skills in Process Mapping and Business Process Reengineering
oChange management skills
oStrong time management skills and ability to prioritize.
oProven Leadership Attributes (able to motive oneself and others).
oCustomer focused with conflict resolutions skills
oAbility to interact with users in other Regions (AMS / EMEA / APJ).
oOverall growth mindset outlook and approach
oIs proactive in nature with strong communication skills
oExcellent planning and organizational skills. Must be very customer oriented and focused on meeting the customer's needs.
oSix Sigma & LEAN know-how is a plus
oITIL foundation certification (not mandatory)