SYKES

Returning Candidate?

Process Mentor

Process Mentor

Job ID 
2018-64361
City 
Oradea
Country 
RO
Posted Date 
8/1/2018
Category 
Operations

More information about this job

Overview

 

2.            RESPONSIBILITIES

 

  • Dealing with Technical & Process Escalations from LOB Agents and ensuring they are investigated and researched to completion for the customer

 

  • Conducting Website review and management

 

  • Updating and administering Knowledge Base information, including GSPN and other knowledge information sources

 

  • Collating and administering Frequently Asked Questions, Technical & Process Tips and Top 10 call drivers

 

  • Conducting CRM System analysis and providing report and recommendations

 

  • Making customers calls when needed (aprox. 25% from work time/day)

 

 

 

3.            Key Deliverables and Performance Metrics

 

  • Manage Escalation and Research workload in order to meet client agreed turnaround times

 

  • Ensure timely Weekly Reporting to all key account stakeholders (LOB Specific)

 

  • Ensure timely monthly reporting to all key account stakeholders (LOB Specific)

 

  • Provide Top Ten and FAQ information weekly

 

  • Provide Timely update to knowledge base(s)

 

  • Work with key stakeholders to increase Execution & Completion rates across the account

 

  • Work with key stakeholders to decrease Abnormal Ratio across the account

 

 

 

4.            DECISION MAKING

 

  • Research, advise and propose solutions for telephone callers

 

  • Use own initiative to decide if a problem / query should be escalated

 

 

 

 

5.            COMMUNICATION

 

  • Promote a positive image of the organisation by telephone.

 

  • Create and maintain effective working relationships with colleagues and client representatives

 

  • Communicate effectively with key stakeholders across the account

 

 

 

  1. SUPPORT BY MANAGEMENT

 

  • Minimum supervision is required but is readily available.

 

  • On a daily basis calls are monitored to provide information relating to the individuals performance.

 

 

 

 

7.          EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

 

Experience, knowledge and skills required are:

     

 

  • At least 6 months with Sykes holding the same position.
  • No written warning in the last 6 months.
  • Excellent communications skills.

 

  • Previous experience of working in a HP Technical Line of Business is preferred

 

  • PC Literate

 

  • Must demonstrate strong Troubleshooting capabilities.

 

  • Must demonstrate strong capabilities to detect cases that must be escalated.

 

  • Must be able to work under pressure and have a flexible approach.

 

  • Educated to higher level.