PURPOSE OF POSITION:
This position will be responsible for supporting Level 2 (and Level 1 if needed) and out of scope request attending internal and external clients and securing optimal services are provided. To do so she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with manager process review and changes to ensure services are provided as requested. She/he will also support the development of quality controls and will monitor execution to create and maintain information that will lead to continuous improvement plans in the team. He/she will as well support excellence in customer service. She/he will supervise the team members and processes under the scope.
The BSD Lead is responsible for ensuring that all incidents reported are categorized and allocated efficiently and correctly. He/she will supervise the BSD personnel attending to the customers. Be a part of the agents under his/her supervision success by working with them to ensure individual KPI goals are being met. To manage the performance of Level 2, (and Level 1 if needed) services & support the clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
The BSD will supervise the BSD agents or staff assigned to the different services (6-8), promoting cross-training and cross-collaboration. Based on the roll-out schedule and volume per customer, the number of BSD agents is expected to grow globally to 20 in the short term and to approximately 40 in the long term.
The Lead will have amazing monitoring skills by reviewing ticket queues, overseeing agent skills to ensure service level agreements are being met and exceeded. Will maintain close contact with peers at different SSC locations to generate synergies and share best practices.
The BSD Lead must be a hands-on expert for his/her team and the internal and external customers.
To accomplish the job purpose, the person will be the responsible for complying with the Customer Service protocols and all its components, keep them up to date, well documented and implementing improvements when appropriate
Provide leadership in administration of all components of processing identified transactions in the SLAs and all appendixes attached to those.
Lead and Manage local BSD Team. This will include responsibility for the teams cross training and collaboration, team development, performance management, capacity
building and operational oversight of the BSD team.
Responsible for internal quality control, reporting and process improvement. This will involve leading the identification, development and recommendation of solutions
for continuous improvement within the global BSD process.
Metrics and Indicators - Ensure that customer expectations in regards to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.
Out of scope services - Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests, specific data uploads, help with training requested by a third party, and others that may arise and not limited to the examples mentioned here.
Internal Process owner – Provide subject matter expertise on the maintenance and development of internal processes. As the owner of the process, he or she will have the ultimate responsibility for the performance of a process in realizing its objectives measured by key process indicators, and has the shared authority and ability to suggest document and make necessary changes.
KNOWLEDGE, SKILLS & ABILITIES:
Technical or University qualification in administration, customer service, or related field.
3-5 years post university experience or equivalent work experience.
The scope of this position requires that the incumbent is an experienced professional with at least 3 years’ experience in contact centers, customer service, shared services, including at least 1 year in a leadership or management role.
Solid relationship building skill set, both internal and with internal customers.
Experience with ERPs and CRMs or related tools.
Experience with specific processes relevant to WV Operations and NGOs recommended.
Strong presentation abilities and impact while addressing the customers with information, reports, and other relevant data.
Full command of English language (written and spoken).
Decision making skills
Ability to work and supervise remotely
Knowledge of sourcing and purchasing Strategy: P2P Process
Knowledge of WVI:
Policy and procedure
Fluent in spoken and written business English. Spanish highly desirable, Portuguese and/or French desirable.
Contact centres, customer relationship management, business analytics, shared services centres, training.
The position requires ability and willingness to travel domestically and internationally up to 15% of the time.