copc Compliance managerConcentrix

Please Note: Job cannot be performed in the state of Colorado, USA.
Job Title: COPC Compliance Manager-2
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
Minimum Hiring Requirements
Skills & Knowledge
Knowledge of contact center operations
Understanding of CTQs for key performance results such as CSAT, Service Level, Quality, Efficiency, etc.
Ability to grasp new, complex information within a short amount of time
Strong attention to detail
Analytical ability to determine key opportunity areas
Exceptional MS Excel skills - Ability to analyze trends, work with large data sets and create charts to demonstrate impact of key findings
Advanced Power Point skills - Ability to create high quality management reports and readouts
Excellent written and oral communication skills
Project management skills
Strong time management skills
Experience
At least 6 years in the contact center industry
At least 2 years in a managerial role in at least one of the following functions - operations, training, quality, operational excellence, workforce management
Experience in at least one of the following
leading process and/or performance improvement projects
Experience facilitating training courses
Experience conducting process, system, and/or performance reviews
Training
Successfully passed any internal COPC Management Training (COPC Fundamentals Training for High Performance Management, Global Training & Quality Framework Course)
Certified COPC Implementation Leader (Preferred)
Six Sigma Training (Preferred)
Role Expectations
This is an individual contributor role - must be willing to "roll up sleeves" and execute complex, challenging projects to completion
Individual will be working on multiple projects simultaneously
Flexible work hours to support various accounts and time-zones
Frequent travel to different CNX sites within the Philippines to conduct audits, facilitate trainings, and/or support or lead various types of performance improvement projects
Travel to other CNX sites outside of the Philippines also possible to help support or deliver COPC projects in geos where there is no COPC presence
Location: PHL Quezon City - TP2 4th Flr
Language Requirements:
Time Type: Full time2020-09-30-07:00
Concentrix

Quezon City, Metro Manila
Permanent
Full-time