MPS VAS DBD Process Owner

Description -

Job Summary

Uses ability as a VAS  Expert to contribute to the development of new VAS Transformation  in innovative and effective ways. Expert knowledge on E-Mail, Case and complexe requests with a primary focus on the English, For small countries scope. Initiative and  soft skills  knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. Supervise the activities of other non-exempt employee.

Responsibilities:

• Monitor the service event through completion for compliance.
• Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
• Leads in projects for process or quality improvements and documents changes.
• Works with escalated customers and drives actions in post incident reviews.
• Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.
• E-Mail ,Case and Calls coaching with a primary focus on the Italian, English and French scope
• Agents Coaching  including regular 1:1 dedicated for quality metrics reviews and feedback  
• Handling of complex escalation received in Generic mail box
• Delivery of Monthly report of quality  improvement 

Education and Experience Required:

• High school education or equivalent; some college level education preferred.
• A minimum of 5+ years general experience, or equivalent combination of experience and college level education

Knowledge and Skills:

• Superior communication skills both written and verbal
• Understands internal processes and tools
• Computer proficiency
• Problem solving skills
• Accuracy in data entry
• Excellent fluency in English language  
• Experience in a phone based remote role
• Familiarity with computer technology
• Time management skills
• Oversee compliance with operating procedures and standards
• Advanced knowledgeable in call routing and case management processes and obligation systems.
• Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
• Organizational skills to manage workflow and tasks
• Process analysis and documentation
• Ability to mentor and train new agents
• Ability to participate or lead in projects for process or quality improvements

 
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"