copc Associate leaderConcentrix

Please Note: Job cannot be performed in the state of Colorado, USA.
Job Title: COPC Associate Leader
Job Description Overall Roles & Responsibilities
The COPC Compliance Manager will lead and/or participate in various enterprise-wide or geo-wide initiatives specific to the deployment of the COPC Framework. This role provides a great opportunity to significantly improve one's knowledge and skills on how customer service organizations can achieve high performance results. The COPC Compliance Manager is expected to carry out a combination of roles
Auditor Role
Use knowledge of the COPC Framework requirement to assess processes & performance results of select accounts & critical functional areas in order to determine key opportunity areas Scope of reviews typically covers Recruitment, Training, Operations, Quality Monitoring, Workforce Management, Performance Management, and Client Satisfaction & Dissatisfaction among others Deliver high quality data analysis to support key findings and recommendations Document & present audit results to process owners, line management, and Executive leaders
Trainer Role
Contribute to the development of COPC Management Trainings for key leaders in the organization Scope of COPC Management Training include courses for the following functions: Recruitment, Training, Operations, Quality Monitoring, Workforce Management, HR Facilitate various COPC Management Training courses
Consultant Role
Contribute to the development of COPC-compliant approaches for key processes such as Recruitment, Training & Development, Skills Verification, Performance Management, WFM, Quality Monitoring, etc. Support or lead the roll out of specific process and/or performance improvement programs within a specific account, geo, function, or across the organization Guide teams by using a structured approach to problem solving and continuous improvement; i.e. DMAIC Point of contact for COPC-related initiatives
COPC Certification
Perform Table F review and analysis of performance in order to drive necessary action plans for performance results that are not meeting targets and/or not demonstrating sustained improvement Conduct regular structured support sessions with various functional and operational teams to provide guidance and support in order to address identified gaps and achieve compliance to the COPC Framework Ensure management & organization of all artifacts to support compliance requirements of the COPC Framework Support the accounts and/or functions during COPC External Audits
Location: PHL Quezon City - TP2 4th Flr
Language Requirements:
Time Type: Full time2020-12-31-08:00
Concentrix

Quezon City, Metro Manila
Permanent
Full-time