Job scope/summary:
The Customer Support (CS) organization is managing support & services delivery for consumer & commercial products (digital & assisted support, unit repair, accessory replacement, extended services) globally. Support & services offer is operated through of HP badged Centers, a network of delivery partners, as well as thousands of retailers & resellers channel partners all over the world.
Objectives of the organization are to provide best class service, increase Customer Experience and drive Services Revenue Growth.
Customer Care Centers (CCC) Mission relies on 3 pillars:
- Provide customers an effortless, personalized and outcome-based experience.
- Create value for the customers and partners that will enable HP profitable growth.
- Provide Industry leading Service and Solution Delivery capabilities, enabling Brand Differentiation and Business growth.
As a part of the CCC, the Global BPE team`s role is:
- Support CCC operations with efficient processes, that create value for our Customers and enable automation.
As a Global Process Engineer, you will be in charge to define, measure and improve CCC Agent Processes, act as Change Owner and participate as Agent Process Subject Matter Expert in Regional and Global initiatives/projects.
Job specifics/responsibilities:
- Translates Company strategy into processes
- Understands Customer and Agent needs and ensures the processes are aligned
- Documents, owns, communicates and maintains agent processes
- Makes sure processes are aligned end-to-end to deliver best class Customer experience
- Leads/ participates and contributes to and consults in cross-functional process improvement initiatives
- Supports/ participates and contributes to project/programs
- Ensures process consistency
- Monitors process complexity
- Proactively identifies opportunities for process standardization, simplification and automation
- Establishes appropriate metrics
- Monitors process performance, ensures compliance and drives improvements
- Ensures alignment to the overall CCC Quality Management System
- Actively manages change (communicate, control and provide inputs for the assessment)
- Maintains internal scorecards
- Acts as Subject Matter Expert for tool Infrastructure deployments, translating Front End Agent processes into tool requirements
- Supports the automation efforts from Agent process perspective, contributes to impact-sizing and requirements definition for the Robotics Process Automation (RPA).
Key deliverables/accountabilities:
- Define process requirements and establish overall process strategy
- Document the process, establish process measures and ensure monitoring system
- Ensure proper process linkages are established and maintained
- Ensure process compliance and determine when improvements are required
- Manage changes to the process artifacts (process documentation, training, job aides, etc)
- Control the number and complexity of the processes
- Have/Develop expertise on subject matter content and data sources
- Provide process expertise in business decisions
- Translate process requirements into tool functionalities, automation features and vice versa
- Work in multiple projects leading and providing expertise to project teams and participates in cross-functional initiatives.
- Work in a self-directed environment where strong teamwork, individual initiatives and accountability are highly valued.
Working relationships:
Internal
- Process Engineers based in Amstelveen, Bangalore, Barcelona, Colorado, Heredia, Sofia, Tunisia
- CCC Operations
- Support Category Managers and Experts
- Supply Chain Managers and Experts
- Rapid Radical Managers and Experts
- RPA Managers and Experts
- Tool Infrastructure and IT Managers and Experts
- Theater Process Support
External
- CC process mentors, supervisors and leads in the Customer Care Centers globally
- Education (degree) and professional experience required:
- Bachelor's degree in Computer Science, Process Engineering, Business Administration or equivalent diploma or experience
- 3+ years of experience in Customer Support
- Experience in Process Management
- Experience in virtual team environment
- Experience in Call Center support environment. Good understanding of Call Center Processes, Tools and Agent Experience will be considered a plus
- Experience in working with Global Teams is a definite plus
- Green/Black Belt Certification and Quality Management knowledge will be a plus
Other requirements:
- Fluent English
- Knowledge in Japanese language is a plus
Personal skills and qualities:
- Excellent communications skills
- Strong leadership skills, including influencing, conflict resolution and management
- Excellent analytical thinking, technical analysis and data manipulation skills to support data analysis
- Project management skills and affinity
- Must have the ability to work flexibly and on own initiative
Technical skills (procedures and documents the employee has to be acquainted with):
- MS Office
- Reporting tool /Data management