Contact Center Consultant

ROLES AND RESPONSIBILITIES:

Serves as the point of contact to coordinate and manage the execution of procedural changes, training initiatives, and performance action plans to ensure delivery of established KPI’s of the TPC.Monitors TPC’s performance against established KPI’s on a daily, weekly, monthly, quarterly and annual basisPartner with the TPC and internal stakeholders in developing and driving actions plans and solutions to improve customer experienceLiaise with the TPC and internal business units to address customer issues, requests and complaints on a timely basisLeads account management business reviews with TPC and internal stakeholdersMonitors completion, timeliness and accuracy of TPC’s reports and business review materialsActs as the Subject Matter Expert for the TPC to ensure its alignment to business process knowledge, standards  and best practicesMaintains voice and non-voice calibration activities with the TPC and the internal stakeholders to ensure quality of serviceProvide onsite support / visibility to the TPC will be required to monitor the foregoing tasks, and inspect its compliance to the agreed statement of work.Perform quality check/assurance and provide analysis with recommendation to Head to improve the quality of email and voice responses.Manage multiple lines of businessesAble to effectively handle complaints from acknowledgement, investigation, escalation to other departments as may be needed, mediation via regulatory body up to rendering of resolution, following company guidelines and approval limits.Recommends actions plans with Operations Process Owners to resolve issues or challenges encountered.

Success will be determined by:

Delivering operations KPI’s at or above targetEnsuring readiness of the TPC to provide the required resources, appropriately trained, certified and available for customer service supportNPS or Customer satisfaction score

MINIMUM JOB REQUIREMENTS:

Education: College Graduate (Marketing, Tourism, HRM, Psychology,  Business Management, Commerce)Minimum 3-5+ years demonstrated call center operations management in a captive or BPO setting.Cross-functional experience in insurance and banking / financial industry is a plus.Customer service experience across voice and non-voice touch points in Inbound and Outbound Contact Center is a must.Ability to prepare deliverables and reports accurately within the target completion dates.Competent in Influencing and Negotiation skills, Stakeholder management, Interpersonal and public relations skills, Presentation skills, Problem Solving Decision MakingProficient knowledge/ability with Microsoft Office applicationsExcellent interpersonal skills with internal and external customers.