• Customer Service Operations Specialist

    Location CR-Heredia
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    2018-1370
    # of Positions
    1
    Category
    Customer Service/Support - Customer Service
  • Job Summary

    The Customer Service operations Specialist will lead and maintain all the process improvement initiatives for Customer Service operations.  The Process Improvement Specialist will develop and maintain a high performance organization that delivers high quality services to our client in a structured and professional manner.  The Customer Service operations Specialist will have a broad range of responsibilities that include organizational and facilities design, development and enforcement of operational policies and procedures, establishment and management of new client migration and onboarding procedures, quality management, staff training and professional development, performance monitoring, service level management, client relationship, financial impact and reporting.

    The Customer Service operations Specialist main role is to assess, analyze and execute continuous improvement projects. This contemplates process design, implementation and re-engineering.

    This Customer Service operations Specialist must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

    Responsibilities

    • Customer Service
      • Develop and establish organizational structure, including defining roles, responsibilities and hierarchies for the organization
      • Develop and implement all required operational policies and procedures
      • Define, implement and lead new customer onboarding processes
      • Define and establish appropriate performance criteria that ensures client service level compliance
      • Establish performance reporting processes to ensure high visibility of team performance, service level compliance, and early identification of issues
    • Customer Service Operations
      • Establish, maintain, and continuously improve operational processes, policies and procedures
      • Ensure compliance with operational policies and procedures and identify and address performance issues or other activities that will impact customer satisfaction, service level compliance, etc.
      • Take direction from Auxis management personnel when appropriate
      • Perform risk evaluation routines to ensure client satisfaction and service level compliance
      • Create practice methodologies, tools and deliverables that represent high value-add repeatable solutions resulting in annuity business
      • Lead customer migration activities, including project management, process capture, process design, development of standard operating procedures and other supporting documentation, system integration, team training and managing “go live” activities and timeline

     

    • Process Improvement

     

    • Responsible for developing and teaching Lean and Six Sigma tools and concepts to site personnel.
    • Provide leadership and technical skills for kaizen events and other Lean Six Sigma initiatives.
    • Drive best practices across the businesses
    • Leads Value Stream KPI review each month. Identifies gaps and implements countermeasures.

     

    Skills and Experience

    • At least seven (7) years of experience in call center management related activities, including direct management and supervision of at least 100 customer service employees
    • Bachelor’s degree required in business management or Industrial engineering strongly preferred.
    • Experience in a 24x7x365 operation
    • Experience with startup operations and new customer migrations is a major plus
    • Excellent verbal and written communication skills. A genuine interest in working with and helping customers
    • US Tourist Valid Visa for potential travel to US as required (cross training, operations and/or project work)
    • Schedule Flexibility
    • Must be able to travel as needed up to 20%
    • Proficient in use of Microsoft Office Suite.
    • Demonstrated technical skills in Lean tools & concepts with an emphasis on implementation.
    • Must possess excellent communication skills and Integrity, Intensity, Innovation, and Involvement.
    • Strong project management and organizational skills.
    • Possess a continuous process improvement mindset with the ability to effectively lead and manage change. Six Sigma Green belt certified.
    • Previous experience in problem solving methodology.
    • Strong leadership and decision making ability.
    • Solid customer focus and a proven record for coaching and developing staff members
    • A good understanding of the local culture, and staff hiring/retention criteria
    • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment
    • Good presentation and a polite, tactful, and friendly character
    • A good understanding of numbers and planning
    • Focus on working with KPI’s and service levels, and in achieving high operational performance with a continuous improvement mindset
    • Great confidence and an excellent business sense
    • Should be able to set, satisfy, and exceed targets

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