Contact Center Core Process Owner

  • At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That's how we work at HP. And this is how ideas and people grow.

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:

  • blended reality technology - our unique Sprout by HP will change the way people do things
  • 3D printing
  • multi-function printing
  • Ink in the office
  • tablets, phablets, notebooks
  • mobile workstations

PPS CSS (Customer Support & Services) EMEA organization is managing support & services delivery for PPS consumer & commercial products (call support, unit repair, accessory replacement, extended services) over all EMEA countries. Support & services offer is operated through a network of delivery partners, as well as thousands of retailers & resellers channel partners dispatched over Europe.

Objectives of the organization are to provide best service, increase Total Customer Experience and drive Services Revenue Growth.

Assisted Ops Mission rely on 3 pillars:

  • Convert Warranty Customers with Problems into HP advocates, at an affordable cost to HP.
  • Provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.
  • Have best team in the Industry.
  • As Process Owner, you will be in charge to define, measure and improve Contact Center Agent Processes, act as Change Owner and participate as Agent Process Subject Matter Expert in Regional and Global initiatives/projects, which included providing inputs regarding Agent Desktop Tool capabilities and functionalities.

Job specifics/responsibilities:

  • Translates Company strategy into processes
  • Understands Customer and Agent needs and ensures the processes are aligned.
  • Documents, owns, communicates and maintains agent processes
  • Makes sure processes are aligned E2E
  • Leads/ participates and contributes to and consults in cross-functional process improvement initiatives
  • Supports/ participates and contributes project/programs
  • Identifies opportunities for Process standardization and simplification
  • Establishes appropriate metrics
  • Monitors Process adherence and ensures compliance and drives improvements
  • Collects, consolidates, and charts data
  • Ensures alignment to the overall Contact Center Quality Measurement System
  • Actively manages change (communicate, control and provide inputs for the assessment)
  • Maintains internal scorecards

Key deliverables/accountabilities:

  • Define process requirements and establish overall process strategy
  • Work in multiple projects leading and providing expertise to project teams and participates in cross-functional initiatives.
  • Work in a self-directed environment where strong teamwork, individual initiatives and accountability are highly valued.
  • Establish governance for the process based on process scope
  • Document the process, establish process measures and ensure monitoring system
  • Ensure proper process linkages are established and maintained
  • Ensure process compliance and determine when improvements are required
  • Manage changes to the process artifacts (process documentation, training, job aides, etc)
  • Have/Develop expertise on subject matter content and data sources
  • Provide process expertise in business decisions
  • Represent EMEA regarding Contact Center Agent Processes
  • Translate Process requirements into Tool functionalities and vice versa

Working relationships:

Internal

  • Rest of process owners based in Sofia, Barcelona, Amstelveen, Germany and Tunisia
  • CC Ops Managers
  • Support Category Managers and Experts
  • Global Contact Center Operations Process owners

External

  • CC process mentors in all EMEA Contact Centers.

Education (degree) and professional experience required:

  • Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience
  • Process Management Experience
  • Experience in virtual team environment
  • At least 2 years' experience in Call Center support environment. Good understanding of Call Center Processes, Tools and Agent Experience
  • Green Belt Certification will be a plus

Other requirements:

  • Fluent English
  • Other languages knowledge would be an asset

Personal skills and qualities:

  • Excellent communications skills
  • Excellent analytical thinking, technical analysis and data manipulation skills to support data analysis
  • Project management skills and affinity
  • Experience in working with Global Teams is a definite plus
  • Must have the ability to work flexibly and on own initiative
  • Strong leadership skills, including team building, conflict resolution and management

We're looking for visionaries who are ready to make an impact on the way the world works. At HP, the future's yours to create!

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