Process Program Manager – Call Center Operations
Company: Collabera
Location: Redmond, WA
Posted on: June 18, 2013
Job Description:
Process Program Manager – Call Center Operations Redmond, WA Duration: 12 - 18 months Job Description/ Responsibilities/ Day to Day Activities Description: Team is looking for an individual that possesses strong process
/ tools acumen and a strong customer focus and apply superior
analytical skills. These include the ability to scale from “the big
picture” high level tool diagrams to detailed process diagrams and
documents, even when no previous documentation exists. Responsibilities: • Creation and implementation of optimal end to end call center
agent and tools processes and workflows. • Facilitate cross-functional requirement gathering sessions in
the design of optimized customer experience
processes/workflows. • Develop of end to end process materials for consumption by the
training team including process narratives and quick reference
guides. • Demonstrate measurable impact of workflow changes on
resolution and quality of service metrics. • Monitor performance data and analyze results to identify
opportunities for improvement (Quality of Service and other key
Metrics). • Development of end to end process materials for consumption by
the training team including process narratives and quick reference
guides. Required Skills: • Experience and working knowledge of call center
operations. • Ability to manage an issues triage process, and holding others
accountable to deliverables. • Experience with writing content (web, internal) to be consumed
by a specific audience. • Ability to analyze call center metrics to identify areas of
process improvement, make suggestions, and take approved
actions. • Ability to translate rough concepts and ideas into usable and
consumable processes. • Excellent organization and project management skills - this
will require aggressive planning, organizing and coordinating,
negotiating, establishing effective cross-team relationships,
prioritization, excellent communications and delivery against
objectives. • Demonstrated success in dealing with ambiguity. Desired but not required: • TFS – such as SIRT, Product Studio. • LivePerson chat., Assisted Support Desktop (ASD) and Customer
Assistance Portal (CAP). • Working knowledge of and developed CRM application. • Experience with and understanding the Pay per Incident (PPI)
support model. For Further information regarding the job or to apply please
contact Aakash Shah at 425-214-5206 or email
aakash.shah@collabera.com http://www.collabera.com
Keywords: Collabera, Seattle , Process Program Manager – Call Center Operations, Computer , Redmond, WA, Washington
