Posted: Monday, 27 February 2017, 6:49
The North America consumer SUPPORT organization is responsible for providing high quality support to consumers based in North America. Our organization is fast pasted, dynamic and always challenged with aggressive metrics and goals. We are always willing to face those challenges and we are creative in terms of always finding better ways to support our customers. This position will be responsible for working with the New Delhi based BPO partner (Wipro). You will be responsible for ensuring this partner is meeting HP’s expectations will be held accountable for driving and achieving business results. This job will be responsible for analyzing our current operations and using structured methodologies for making recommendations and changes to our existing business models. We are looking for a high horsepower individual that can be a part of the team and drive our contact center operations to the next level. The ideal candidate for this position will have held a position such as Site Director for one of the major BPO suppliers. This position will support process and quality assessment, management, and improvement as part of the Contact Center operations within CSS-Americas. This individual will develop and maintain comprehensive end-to-end business system and process mapping to enable effective evaluation of opportunities to improve the consumer service & support customer experience, cost, or sales at the point of service. Clearly understand and translate customer experience and operational objectives, strategies and plans into new process designs and system requirements. Drive process and quality capability assessment and improvement through application of six sigma DMAIC and LEAN principles. Ensure a process measurement system is in place representing both customer effectiveness and HP efficiency requirements, with control plans. Lead root cause analysis for systemic process issues and operational issues as leadership and coordination is required. Work directly with outsourced partners both onsite and offsite to achieve metric and process compliance. Develop and maintain system/tool and process roadmaps; establish regular communication process for conveying roadmaps to project teams, stakeholders, and sponsors. Drive process and quality requirements and limitations into project teams.
Click here for more info: https://hp.taleo.net/careersection/jobdetail.ftl?job=1504205&lang=en
• Location: Delhi, New Delhi
• Post ID: 28910437 delhi