Job Description
Description
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
We are looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!
If you are our Call Center Business Operations Manager in Philippines, you will have a chance to
- Manage the operational relationship with one or multiple call center locations out of HP Customer Support footprint. Management of Contact Center Operations, infrastructure, performance and drive for continuous improvements.
- Ensure that all operational metrics are met; ensure operational Excellence across functions/programs within call center locations. Act as first escalation point for any HP employee interacting with the site.
- Define and validate action plans on deviations; manage metrics deviations by requesting, designing, validating and ensuring execution of action plans.
- Actively cooperate with partners to develop tactical and operational initiatives leading to improve Customer Satisfaction and cost efficiency.
- Ensure that our partners maximize their focus on HP customers and operates supportive towards HP strategy.
- Site/s Cost management and continuous cost optimization. Implementation at site level of cost reductions programs.
- Deployment of initiatives to improve Customers Satisfaction and Operational efficiency
- Ensure that our partners have the right staffing to deliver up to HP requirements (bridging discussions between capacity planning and call center site staffing). Drive optimization of staffing.
- Ensure site adheres to HP compliancy rules and ensures execution of contractual agreements
- Manage QMS, Quality Management System audits follow ups
- Foster change management within the site
- Drive agent motivation/engagement HP programs within the
Qualifications
Are you a high-performer? We are looking for an individual with:
- Execution, Actively manages business plans to meet goals and advance HP business interests
- Budget Control, Tracks & manages budgets, Familiarity with financial reporting tools
- Change Management: Develops methods for supporting innovation and change across the organization
- Strong business acumen with a strong customer focus orientation
- Pragmatic results oriented, Leads teams to achieve results
- Ability to take decisions based on analysis and judgment, problem detection and analysis of root cause
- Good Project management and Business process management skills
- COPC and/or Six Sigma Black Belt desired.
- Translates business unit goals into actionable plans and strategies that reflect the requirements and opportunities within area-of-control
Metrics:
- TCE (Customer Satisfaction) metrics for all channels delivered by the site
- Call Center Operations metrics,
- Case management metrics
- Service level metrics
- Total revenue, Cost per Call, profitable revenue
- Complaints rates