CRC Project ManagerJobsCafe.com Job Description Hewlett-Packard, as part of its services portfolio offers Business Process Outsourcing (BPO) services to its customers, and is considered one of the global leaders in this rapidly growing market. The CRC is a single stop for all HPs internal Customer response needs and provides integrated and complete solutions across all interaction media e.g. voice, non-voice, self assist etc.
The CRCs unique partnership and expertise based service requires exceptionally talented individuals who will become part of the global team. The role will have significant senior management exposure and offers many avenues for future career development.
GBS is currently delivering CRC activities out of its sites in Costa Rica, Guadalajara, Barcelona, Wroclaw, Bucharest, Bangalore, Dalian, and Singapore supporting its activities in area of Supply Chain, Sales & Marketing, Procurement and Customer Care.
Responsibilities of the WW CRC Project Manager:
* Will own and execute the FCR program across all sites to meet the organizational goals
* Work closely with CRC managers and centre heads to drive process improvements based on FCR and VOC
* Will be the program owner of the change programs affecting all CRC sites from people and process perspective.
* Will be the SPOC for all CRC sites in leading and driving technology programs to build and develop the capability of GBS CRC sites.
* Will be responsible for creating the metrics architecture of CRC and its inter dependencies with transaction processing with respect to failure rate analysis. As a part of the program will also ensure that cross tower dependencies are well understood and proactively managed
* Will be responsible for leading the efficiency program around capacity utilization and will lead the cost per call measure for the organization
* Will also support the due diligence and early transition / implementation activities of the solution / client's process
Others
� Able to manage reporting programs like: Brio, Hyperion, Yotta and Access. (SQL)
� Extensive experience managing excel and developing macros
� Develop and reviews performance metrics on a regular basis, identifying opportunities for improvement
� May provide training or general direction for junior staff members
� Researches and analyzes priority projects within established guidelines
� Contribute in developing standard operating procedures
� Coordinate various CRC centers in accomplishing a common goal
� Coordinate ISO documentation globally
� Managing CRC Customer Contract - Statement of Work
Find your Love, Get your Life Partner in SimplyMarry - Click here to Register in SimplyMarryDesired Profile A Bachelor's degree in any discipline
. Overal experience of 6+ years preferably in the BPO space
. Good communication, analytical and leadership skills
. Experience in BPO operations/Work force management/Call centre technology will be an added bonus
Experience 1 - 6 Years
Industry Type IT-Hardware & Networking
Role Outside Consultant
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Location Bengaluru/Bangalore
Keywords CRC Project Manager
If you meet the above mentioned criteria, apply online
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