Provide frequent CSAT-related analysis, including CSAT drivers and end-user feedback, and work on improvement projects for performance metrics (Six Sigma) according to the prioritization approach or red flags.
Analyze and provide recommended improvement actions for operational KPIs and results on a periodic basis to ensure information availability across all levels.
Study positive and negative trends that determine the effectiveness of operations and their impact on business productivity and profitability.
Identify any weaknesses, including drops in Table-F metrics, and work to eliminate them while ensuring proper documentation for action plans.
Conduct improvement opportunity analysis to maximize Rayas service offerings and value delivered to clients.
Work closely with the Operations Manager and Program Manager to lead and drive improvement projects using structured processes, e.g., Six Sigma.
Align with all management levels during unexpected events or potential crises on an ad-hoc basis to ensure timely actions and maintain performance standards.
Create timely reports, business scorecards, and results management dashboards on a periodic basis to support decision-making.
Provide necessary information as needed to assist in the implementation of new project scopes, including process maps/documents, IVR design, and customer journey mapping.
Analyze and measure staff KPIs and results at an individual level periodically to ensure visibility of all required information across levels.
Design call center staff KPIs based on client focus, Six Sigma project controls, and red flags.
Collaborate with business owners to ensure all activities are benchmarked against Table-F on an ongoing basis, and identify required Table-F metrics based on COPC exhibits for each service type and client requirements according to the SOW.
Deliver results on time while meeting agreed quality benchmarks.
Ensure staff awareness of and adherence to RCCs Code of Conduct and related internal policies and procedures.
