Customer Care Center Partner Management LeadDescription -Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.Supplier Operations Specialist (Outsourced Contact Center Operations) for Supplier Operations to support nominated AP English Hub countryJob Description:Ops Metrics Management Tracking SL and AHT Training and NPI Management Checking and tracking the internal training of outsource suppliersChecking NPI unit shipment and keeping track of the inventory at supplier endIdentification of trainings to improve technical skills of agentsWork with Category team to align and conduct training for Call centerWork on unresolved issues to provide solution to suppliers and customersQuality MonitoringNo of calls - Monitored for agents/ Sharing feedback with partner- based on monitoringImprovement of Customer Satisfaction Scores Analyze customer verbatim based out of surveys and prepare action plans for improvementTrack adherence of call logging guidelinesTrack survey sent rate and survey return rate%Sustaining sNPS performance for suppliersCase ManagementTracking Interaction Per Case to reduce repeat callersOpen Case Management/Escalate to Category CasesReduction of Repeat CallersReporting Top issuesTracking KPI metricsProcess Training and Soft skills:Work with CPE team to track process change managementImproving customer handling skills / Identification of trainings to improve process knowledge of agentsCreation of Agents scripts and process flows as per country requirementsEngagements:Engaging with Category and quality team to reduce open casesEngaging with suppliers for sNPS reviews and Technical ReviewsEngaging with country team for any POR itemsEngaging with BPE team for process change managementPOR Items:Work with internal teams within APJ and in country teams on POR items to ensure the suppliers are performing as per our HP internal objectivesWork on Call Rate ReductionEducation and Experience Required: High School: completion of post- primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, "A" levels (U.K), Baccalaureate (France), etc.).0-1 year experience in relevant technologies and customer environments.Relevant industry qualification where applicable.Knowledge and Skills: Excellent verbal and written communication skills in language to be supported.Experience in troubleshooting in a technical environment.Excellent analytical and problem solving skills.Software and hardware knowledge of computing, storage and peripheral devices.Advanced proficiency with case management databases and tools.Superior customer service skills.Phone and remote support experience. E-support experience.Education and Experience Required: High School: completion of post- primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, "A" levels (U.K), Baccalaureate (France), etc.).0-1 year experience in relevant technologies and customer environments.Relevant industry qualification where applicable.Knowledge and Skills: Excellent verbal and written communication skills in language to be supported.Experience in troubleshooting in a technical environment.Excellent analytical and problem solving skills.Software and hardware knowledge of computing, storage and peripheral devices.Advanced proficiency with case management databases and tools.Superior customer service skills.Phone and remote support experience. E-support experience.Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement
View Original Job Posting