Contact Center Operations Analyst

2 days ago

Taguig, National Capital Region, Philippines DITO Telecommunity Corporation Full time $40,000 - $80,000 per year

Overview

This position is responsible for overseeing and managing the relationships with external contact center vendors. This role involves a variety of functions and responsibilities aimed at ensuring the contact center operates efficiently and meets its performance goals. Overall, the role is crucial for ensuring that the contact center operates smoothly, efficiently, and effectively through the strategic management of external vendor relationships.

Roles & Responsibilities


• Contact center vendor relationship and management.


• Building and maintaining strong, positive relationships with contact center vendors to foster collaboration and mutual understanding.


• Responsible for supporting contact center operations through process improvement initiatives, coordination and conduction of training programs, performance reporting, and quality management.


• Establishing key performance indicators (KPIs) and metrics to evaluate vendor performance.


• Coordinating with internal teams and vendors to troubleshoot problems and implement solutions promptly.


• Implementing best practices and industry standards to enhance efficiency and effectiveness.


• Staying up to date with market trends and innovations that could benefit the contact center.


• Aligning vendor management strategies with overall business objectives.


• Contributing to the development of the contact center's strategic plans and goals.


• Keeping abreast of technological advancements and recommending new tools or upgrades as needed.


• Contact Center selection and onboarding.


• Analyze statistics and conduct root cause analysis of failed KPIs and SLAs and proposed solution to improve the process and/or systems.

Job Skills & Qualifications Required


• Bachelor/College degree in any field.


• At least 3 year-experience in developing and implementing operations, training, process, and

quality assurance programs in a call center environment.


• Knowledgeable in management within the BPO or a similar industry


• Amenable to work onsite (BGC)


• Exposure to process improvement efforts (e.g., Six Sigma, Practical Process Improvement)


• Knowledgeable in Microsoft Office Application (Visio, Excel, Word, PowerPoint, Outlook) and Microsoft Team

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