求人番号41947 業種サービス業 職種分類ＣＲＭ / コールセンター ポジションCOPC Consultant 仕事内容 Roles & Responsibilities
Understanding the client / organization / business objectives and challenges working as part of the site management team and collaborating with them to achieve Annual COPC certification for the site.
Participating in all Site-specific Client and Internal meetings to understand the performance trends and challenges validating the Effectiveness of the actions guiding the managers to fully adopt the COPC Standard on a consistent basis.
Providing monthly risk assessments training needs of the site management and seeking support from the COPC Consultants in solving management focus related issues.
Conduct regular structured support meetings with the Operations Managers / Training and Quality managers to provide essential support and guidance on closing the Internal / external gaps to achieve compliance to the standard.
To perform monthly Performance Reviews with Operations Managers / Training and Quality managers and share analysis on performance variation Program level drivers outlier management etc.
to drive necessary action plans and help them prioritize the actions to meet the 50 / 75 score consistently.
To help the Site Leads complete and submit quarterly COPC compliance self-assessments to the Japan Avalon Leadership team.
Ensure the management & organization of all artifacts / reports to support the compliance requirement of the COPC standard.
応募条件 External Hires : Minimum 2 years’ experience in a call centre preferably in a QA / TL / WFM / MIS or Compliance role.
Exposure to Compliance Auditing preferred.
必要スキル Skills Required
To be successful in a COPC Consultant the applicant must be able to demonstrate the following skills :
Reasonable knowledge of call center- operations / Metrics / WFM.
Strong attention to detail and ability to read trends.
Demonstrate good written and oral communications.
Demonstrate ability to articulate and compare alternative approaches analytically.
Ability to analyze trends and large data to get meaningful information.
Strong skills in time management prioritizing tasks and meeting deadlines.
Proven ability to understand and follow complex instructions to successful conclusions.
Should have basic English language proficiency
英語でのGlobal Directionを受けて共に活動することからTOEIC 730以上であることが望ましい 英語テレコンあり
Exceptional MS Office skills including the ability to work on large spreadsheets and be hands-on with data & analysis
雇用形態正社員 勤務地札幌 東京 広島 福岡のいずれか 勤務時間各センターにより規定 福利厚生以下に記載 休日休暇各センターにより規定