Operations Consultant

Descripción de la oferta

The Operations Consultant role focuses on enhancing the effectiveness and efficiency of HR analyst and vendor agent teams within a dynamic contact center environment. This professional is tasked with designing and delivering comprehensive training programs tailored to optimize the use of content and resources, ensuring proficiency in handling inquiries. Through regular training sessions, development of educational materials, and one-on-one coaching, the consultant plays a pivotal role in upskilling staff to meet and exceed operational standards.

Additionally, the Operations Consultant collaborates closely with a team of managers and other key stakeholders to drive continuous improvement in content and processes. This involves conducting in-depth analyses of feedback from both HR analysts and customers, performing quality assurance audits, and spearheading initiatives that refine operational workflows. The role also encompasses managing the escalation process for a wide range of users and stakeholders, ensuring swift and effective resolution of complex issues. By leveraging data-driven insights for strategic projects, the consultant supports enhancements in agent performance and overall customer satisfaction, demonstrating a significant impact on the organizations service delivery and success.

Requerimientos

• Educación mínima: Universidad
• 3 años de experiencia

Palabras clave: operaciones, consultor

Hace 3 días (actualizada)

Acerca de Manpower Costa Rica

Empresa Líder en Soluciones de Recursos Humanos.