Business Excellence Specialist

Full time na a Laimoon Verified Company no Qatar

Publicado em April 26, 2024

Detalhes do emprego

Position Overview: TheBusiness Excellence Specialist in malomatia Contact Center plays acritical role in ensuring operational efficiency, quality, andcontinuous improvement within the contact center environment. Thisrole involves analyzing data, identifying opportunities foroptimization, implementing best practices, and driving initiativesto enhance the overall performance of the contact center. TheBusiness Excellence Specialist collaborates with cross-functionalteams, including operations, quality assurance, training, andtechnology, to streamline processes, improve customer experiences,and achieve key business objectives. Key Responsibilities: BusinessExcellence Specialist plays a key role in malomatia in drivingoperational excellence, quality assurance, and continuousimprovement within the contact center, ultimately contributing toenhanced customer experiences and business success for malomatiaand customers Performance Analysis and Reporting: Analyze contactcenter performance metrics, including service level, average handletime, first call resolution, customer satisfaction, and agentproductivity. Identify trends, patterns, and areas for improvementbased on performance data and historical trends. Prepare andpresent regular reports and dashboards to stakeholders,highlighting key insights, performance trends, and actionablerecommendations. Process Optimization: Conduct end-to-end reviewsof contact center processes, workflows, and procedures to identifyinefficiencies, bottlenecks, and opportunities for improvement.Collaborate with stakeholders to redesign processes, implement bestpractices, and streamline workflows to improve operationalefficiency and enhance customer experiences. Develop and maintaindocumentation, training materials, and standard operatingprocedures (SOPs) to ensure consistency and compliance with bestpractices. Quality Assurance and Compliance: Design, implement, andmanage quality assurance programs and initiatives to ensureconsistency, accuracy, and compliance with company standards andindustry regulations. Develop evaluation criteria, scoringmethodologies, and performance benchmarks for assessing agentinteractions, adherence to scripts, and compliance with policiesand procedures. Conduct regular quality audits, provide feedbackand coaching to agents, and track performance trends to drivecontinuous improvement in service quality and customersatisfaction. Training and Development: Partner with training teamsto identify skill gaps, training needs, and opportunities forskills enhancement among contact center agents. Develop and delivertraining sessions, workshops, and coaching sessions to supportskill development, performance improvement, and career advancementfor contact center staff. Monitor and evaluate the effectiveness oftraining programs, gather feedback from participants, and makerecommendations for program enhancements and adjustments. CustomerExperience Enhancement: Collaborate with cross-functional teams toidentify opportunities for enhancing customer experiences throughprocess improvements, technology enhancements, and serviceinnovations. Gather customer feedback, conduct surveys, and analyzecustomer interactions to understand needs, preferences, and painpoints. Champion customer-centric initiatives and advocate forchanges that prioritize customer satisfaction and loyalty.Continuous Improvement Initiatives: Lead or participate incross-functional teams focused on continuous improvement,innovation, and operational excellence. Utilize Lean Six Sigmamethodologies, root cause analysis, and other improvementframeworks to identify, prioritize, and implement processimprovements and efficiency gains. Monitor and track the progressof improvement initiatives, measure their impact on key performancemetrics, and adjust strategies as needed to achieve desiredoutcomes. Qualifications and Skills: Native Arabic Speakerspreferred due to the nature of jobs and interactionsBachelor's degree in business administration, operationsmanagement, or related field; master's degree preferred.Proven experience (typically 5-8 years) in a business excellence,process improvement, or operations role within a contact center orcustomer service environment. Strong analytical skills with theability to interpret data, identify trends, and make data-drivendecisions. Excellent project management skills, with the ability toprioritize tasks, manage multiple projects simultaneously, and meetdeadlines. Proficiency in quality assurance methodologies, processoptimization techniques, and performance management frameworks.Strong communication and interpersonal skills, with the ability tocollaborate effectively with cross-functional teams and influencestakeholders at all levels of the organization. Certification inLean Six Sigma, Quality Management, or related disciplines isdesirable. Knowledge of contact center technologies, CRM systems,and workforce management tools is a plus.

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Início Qatar Business Excellence Specialist

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Business Excellence Specialist

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