Overview
Primary goals include managing the relationships with our client partners, ensuring globally consistent delivery, providing relevant business insight to Operations partners, delivering timely needs analysis to Training partners, calibrating on profiling standards with Recruitment partners, liaising with CST on risk identification and mitigation, AND, coordinating with all units to ensure alignment of strategy aimed at improving performance
**Is Data Centric
**Can run their own calls
**Have a deep knowledge and experience in BPO – cross functional experience a plus
**Manage projects from kickoff to completion
**Be a thought leader among leadership and client partners
**Spot the opportunities and come up with solutions
**Bring the items to the table and provide recommendation
Site Location: PQ most of the time - remote/onsite hybrid
Responsibilities
- Responsible for being the client single point of contact, managing client interactions and strategic partnership for the whole organization for the program
- Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client contractual commitments
- Responsible for identifying ongoing opportunities for the program across entire employee life cycle
- Ensure consistency on critical KPI (QA, VOC, CX, AHT, RCR) delivery across all sites
- Partner with clients and internal stakeholders to devise data-driven strategies/action plans to address opportunities on both agents and processes
- Represent BI team at all client Weekly, Monthly and Quarterly performance reviews and when possible, site visits
- Partner with operations to identify and address opportunities for growth in key metrics, compliance to processes and coaching, and business drivers
- Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency
- Work with the Instructional Design Team to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies
- Partner with training on tracking performance of new hire metrics and provide feedback to the sites on areas of opportunity
- Partner with training to identify and address tenured agent training needs and aid in module design/revision
- Contribute to the assessment, analysis, planning, and delivery and of client QA initiatives
- Responsible for sharing and implementation of performance best practices initiatives between all the LOBs and sites
- Collect and provide process, system, digital opportunity improvement feedback to the client rooted in critical data control strategies
- Analyzes weekly VOC/CSAT and follow up with the sites on action plans
Qualifications
- Preferably, developing interest in Director role, prior experience or equivalent
- Experience in handling multiple accounts/programs, different LOBs supporting various diverse industries
- Experience in managing both onsite and remote teams in different sites and geos
- Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction
- Ability to deliver cost-effective value-add through the efficient utilization of resources
- Strong Excel/SPSS and PowerPoint skills with ability to weave a story behind huge amounts of data
- Preferably with experience in Lean/Six Sigma, COPC, ISO, PMO and the likes
- Regularly interacts with senior level executives both internal and external, local and international
- Has done both start-up implementation as well as re-design/alignment
- Has done skills transfer/personnel development and process improvement projects
- Excellent communication (written/oral) and very good presentation skills
- Must be proactive, a critical thinker, a team-player and have a positive attitude
- Willing to work on shifting schedules and ready to travel
This position requires up to 20% travel
