GRADE: 8
BAND: Senior Professionals & Professionals
DEPARTMENT: Supporting Functions
SUB-FUNCTION: MIS
LINE OF BUSINESS: Raya Customer Experience
REPORTING TO: Section Head
KEY RESPONSIBILITIES
Provide frequent CSAT related Analysis including CSAT drivers & EU feedbacks analysis Work on Improvement project for performance metrics (6 Sigma) according to the prioritization approach or Red flags
Analyzing & provide recommended improvement actions for operational KPIs and results on periodical basis to ensure availability of information to all levels
Studying positive or negative trends that determine the effectiveness of operations and effect on business productivity and profitability
Responsible to identify any sort of weaknesses including dropped Table-F metrics and aims to eliminate them, ensuring documentation for proper action plan
Conduct improvement opportunity analysis in order to maximize Raya service offering and value added to its clients
Work closely with the Operations Manager & Program Manager to lead and drive improvement projects using structured improvement processes e.g. 6 Sigma
Align with all management levels in case of unexpected events, or potential crisis situations on ad-hoc basis to ensure actions take place for performance to be at the required status
Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision-making process
Providing the necessary information as need arises to assist and support implementation of all new project scope, Including Process Maps/Documents + Designing IVRs + Customer Journey Maps
Analyze and measure staff KPIs and results on individual level on periodical basis to ensure all required information availability to all levels
Design CC staff KPIs based on Client focus, 6 Sigma Projects required controls or red flags
Align with all business owners that all business activities are benchmarked on Table - F on an ongoing basis & Identify Table F required metrics based on COPC exhibits for each service type / client required metrics according to SOW
Deliver results on time with the agreed quality benchmark.
Ensure staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.
INTERPERSONAL SKILLS
Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity
TECHNICAL SKILLS
Analytical – Computer
EDUCATIONAL BACKGROUND
- Bachelor Degree
- Six Sigma Green Belt certificate or equivalent is required
As an employee of our company, you will collaborate with each department
to create and deploy disruptive products. Come work at a growing company
that offers great benefits with opportunities to moving forward and learn
alongside accomplished leaders. We're seeking an experienced and outstanding
member of staff.
This position is both creative and rigorous by nature you need to think
outside the box. We expect the candidate to be proactive and have a "get it done"
spirit. To be successful, you will have solid solving problem skills.
Responsibilities
- Lead the entire sales cycle
- Achieve monthly sales objectives
- Qualify the customer needs
- Negotiate and contract
- Master demos of our software
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous
- Valid work permit for Belgium
Nice to have
- Experience in writing online content
- Additional languages
- Google Adwords experience
- Strong analytical skills
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.