Regional Contact Center Expert

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.ResponsibilitiesDeployment and rework of standard business processes in a global harmonization contextProcess mapping and documentation for knowledge base and trainingGeneration and review of knowledge articles (KMS editor role)First level point of contact for VGs, vendors and Enablement for topics concerning CC business processesExecution 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 improvementVGs in scope: US, GB, CAN, AUS, NZVendor in scope: TP PhilippinesWhat We're Looking ForHarmonization of 70% of CC processes across VGs/RegionsHigh quality Contact Center documentation covering the main CC processesAchievement of External CC quality KPIs (CSAT, FCR, QA, CA)Education: Degree in Business Administration or equivalent3-5 years of CC business experienceExcellent communication skillsLearning and research skillsWritten and documentation skillsOrganization skills and detail-orientedConstructive criticism spirit and open to new ideasBusiness fluent English and additional languageExpected international travel 4-5 months out of the yearThe 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.