Manager, COPC

Careers

Manager, COPC

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The COPC Professional I role utilizes COPC CX Standard knowledge and experience to provide expert advice to COPC OPS Standard application and certification. The role requires a combination of consulting approach thru which one has to drive the organization to achieve the required compliance to all respective entities. This role require previous operational experience, and provides with a deeper understanding of principals of all functions involved

KEY RESPONSIBILITIES

  • Drive COPC Framework reviews to ensure COPC Standard readiness to a set of sites/accounts

  • Perform process gaps analysis and highlight impact

  • Provides recommendations affecting achievement of business goals or objectives established

  • Ensure readiness of the COPC Audits with relevant logistics and pre-audit requirements.

  • Drive process improvement by driving compliance in approach & deployment in various processes.

  • Perform structured audits in order to perform gap analysis with regards to compliance on the standard.

  • Support the COPC Audits during certification process.

  • Find improvement opportunities based on framework review that have direct impact on customer, business & employees.

  • Provide OJT to develop the next line of COPC Compliance Consultants if needed

  • Conduct regular structured support meetings to provide essential support to close the gaps and achieve compliance to the standard.

  • To support structured target setting approach based on the high performance benchmarking approach.

  • To perform Table F review and analysis on performance measurements to drive necessary action plans and performance is not meeting target or not showing sustained improvements.

KEY PERFORMANCE INDICATORS

  • Work with accounts that are in scope for COPC deployment to ensure that Structured Support Sessions cover all the requirements

  • Track and ensure on-time sessions for each of the key areas of the standard - monthly report to show completion

  • Bring sites/accounts in scope to full compliance on all areas that are within Concentrix Control, suggest improvements to the client for areas that require their support and approval

  • Complete required baseline and/or new program implementation audits as needed

  • Prepare strategic accounts & functions identified to successful COPC by providing essential structured support to them in respective geos

  • Providing process improvement recommendations to drive process maturity across the organization based on audit findings

  • Lead follow-up reviews and ensure all open items are successfully closed by respective accounts/functions.

  • Manage Table F reporting and facilitate Table F reviews if needed..

  • Ensure adaption and completion of various trainings driven by COPC teams like but not limited to Training & Quality Framework, Transition Trainings etc. across all accounts

  • Increase awareness of various tools / initiative driven by COPC teams like but not limited to Six Sigma Training Client Concern Log etc. and drive usage across all accounts

  • Contribute to review and update the all COPC reference documents in COPC Library and ensure information is current, includes all best practices, and ensure that location is communicated and shared within the organization

  • Lead audits as necessary (Remote and/or On-Site audits will be required)

COMPETENCIES / SKILLS

  • Strong industry acumen with deep knowledge in Operations or WFM or Quality or Training

  • Advanced MS Excel skills and hands-on with large data & analysis

  • Exceptional attention to detail and ability to comprehend hidden trends.

  • Demonstrate very good written and oral communications.

  • Demonstrate ability to articulate and compare alternative approaches analytically.

  • Demonstrates highly developed analytical ability to identify opportunities.

  • Ability to guide teams in a multilingual / multicultural environment.

  • Ability to analyze trends and large data to get meaningful information.

  • Strong skills in time management, prioritizing tasks and meeting deadlines.

  • Proven ability to understand and follow complex instructions to successful conclusions.

  • Ability to lead teams independently with limited supervision

  • Ability to work with flexible hours to support other geos & time-zones if needed

  • Must be able to lead COPC Internal Framework Reviews on their own

  • Have clear understanding of COPC CX OSP Standard requirements.

EDUCATION & PROFESSIONAL CERTIFICATIONS

Essential:

  • High School
  • Post Graduate (Only India & Philippines)
  • COPC CX 6.0 Certified

Desired:

  • Yellow or Green Six Sigma Green Belt certified
  • Knowledge of analytical tools like MS Visio

PREVIOUS WORK EXPERIENCE

Essential:

  • At least 8 years in the contact center industry

Desired:

  • 2 year in a Managerial role
  • Previous experience of supporting driving initiatives based on COPC Standard

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.