Purpose of the Job
• This is a key position in Aramex, dedicated towards driving Contact Centre excellence and transformation projects across B2B and B2C through tactical and strategic initiatives
• This role will have the ownership to drive the culture of continuous improvement and root case fix through Lean Six Sigma methodology and deployment of COPC standards leading to both customer experience enhancement and cost efficiencies.
Job Description
• Formulate, deploy and drive operational strategies and programs in Aramex Contact Centers to enable customer experience transformation and cost efficiencies
• Drive standardization of contact center KPIs, dashboards, processes and SOPs for Aramex globally
• Lead Contact Centre migrations to BPOs as and when planned for both domestic and offshoring including support to RFP process
• Accountable for analyzing performance of Contact Centers on a continuous basis and initiating corrective actions in collaboration with the countries
• Lead the governance process for BPO vendors and ensure compliance to contracted terms and performance delivery including audit of monthly invoices
• Facilitate documentation of Contact Centre processes and knowledgebases
• Collaborate with Digital, Finance, VOC, Sprinklr, and HR teams to ensure timely support to Contact Centers
• Support the evaluation of emerging digital improvement tools, systems and processes, to continuously challenge the status quo and drive a culture of continuous improvement
• Identify, prioritize and drive initiatives across Stations to push improvements, efficiency, Root Cause Fix, and call & complaints reduction, value enhancement opportunities
• Ensure timely and efficient 30/60/90-day volume & resource forecasting process for the key Contact Centers
• Conduct random Quality Audits on agent handled customer interactions for both inhouse and outsourced operations and close loop with concerned Contact Centre heads and vendor/s
• Lead special Projects as and when assigned.
Job Requirements - Experience and Education
• Minimum 15 years’ experience in Customer Service domain
• Of which minimum 10-year experience in BPO industry or multinational contact centers
• Minimum Bachelor’s degree
• COPC HPMT Professional Certification is a must
• Six Sigma trained.