Maintain all policy and procedures for members services
Identify where members may experience friction and create processes to assist while working cross functionally on future improvements based on member feedback
Partner with all key stake holders (i.e. Engineering, Systems Operations, Legal/Public Policy, Quality, Sales, Martketing, etc.) to optimize the member experience
Monitor forecasting, service level, cost, and quality
Input into the development of training curriculum
Interface with supplier and/or Supplier Performance Management to drive process compliance and overall performance
Interface with Supplier Performance Management, Suppliers, and Advisors to drive continuous process and member experience improvements
Work with IT and business partners to create solutions and enhance tools and applications for the advisors and subscribers
Develop initiatives for the annual budget/business planning and budget tracking
Coordinate input from internal/external customers to better understand customer needs and perceptions
Gather and interpret complex quantitative or qualitative data
Handle a variety of recurring and non-recurring special assignments
Inform staff activity or unit of developments as required
Make presentations to all levels of management
Develop new and evaluate existing unit or corporate policies and procedures
Establish courses of action to accomplish completion of the job and/or project
Keep abreast of current product developments and trends in areas of expertise
Actively identify new areas for learning and take advantage of learning opportunities
Partner with Work Force Management (WFM) to ensure forecasting, cost, quality and service level are met.
Flexibility to work evening, weekends & holidays as contact center operation is 24x7
Serve as “On Call” (24x7 accessibility via phone) on a rotational basis
Work Location : Vila Prudente/ São Paulo - SP
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Additional DescriptionAdditional Candidate Qualifications include:
Supplier Management/Contact Center related experience
Demonstrated customer focus by investigating and taking action to meet customers' current needs
Proven performance leadership and processes skills
Experience building strong relationships with supplier partner(s)
Demonstrated ability to manage multiple projects/programs and problem resolution
Ability to delegate and follow up/follow through to resolution
Experience/Education:
Bachelor's Degree in Engineering, Business Administration or equivalent experience
Business experience (desirable)
Contact center operations or equivalent experience (preferred)
Previous leadership / coordination
English and Portuguese are mandatory, and Spanish will be a differential
Skills:
Customer focused with a sense of providing value to internal and external stakeholders
Process improvement driven, innovative, skilled communicator in a matrix environment
Demonstrated ability to manage multiple projects/ programs
English spoken and conversational
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