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  • Posted: Nov 13, 2023
    Deadline: Not specified
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  • Wakanow.com is Nigeria’s first and leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally. Wakanow.com offers travelers the cheapest available fares for flights, hotel reservations, airport pickups, visa assistance, vacation packages and many other travel services f...
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    Global Knowledge Manager

    Job Profile

    • The Global Knowledge Manager will be responsible for aligning processes and training materials across all contact centers, ensuring consistency and adherence to group-level standards.
    • This role will involve auditing contact centers, developing processes, creating training content, analyzing data, and leading operational projects with a Six Sigma approach.

    Job Description

    Process Development & Alignment

    • Design, implement, and maintain standardized contact center processes at the group level.
    • Ensure that all contact centers operate consistently with these processes.
    • Continuously review and refine processes based on feedback and performance metrics.

    Training Material Development

    • Develop comprehensive training materials that reflect standardized processes.
    • Collaborate with contact center trainers to ensure effective delivery of training content.
    • Regularly update training materials based on process changes and feedback.

    Audit & Compliance

    • Conduct regular audits of contact centers to ensure adherence to group-level processes and training standards.
    • Provide feedback and recommendations for improvements based on audit findings.
    • Work with contact center managers to implement necessary changes.

    Data Analysis

    • Extract and analyze data from the BigQuery database to identify trends, areas of improvement, and the effectiveness of implemented processes.
    • Provide regular reports on contact center performance metrics to senior management.

    Operational Projects

    • Lead and manage operational projects using a Six Sigma approach.
    • Collaborate with cross-functional teams to ensure project success.
    • Ensure projects result in measurable improvements in contact center efficiency and customer satisfaction.

    Continuous Improvement

    • Stay updated with industry best practices and introduce innovative solutions to enhance contact center operations.
    • Lead Six Sigma initiatives, aiming for Yellow Belt or Black Belt level improvements.

    Requirements

    • Bachelors degree in Business Administration, Operations Management, or a related field.
    • Certification in Six Sigma (Yellow Belt or Black Belt) is a must.
    • Proven experience in contact center operations, process development, and training.
    • Strong analytical skills with experience in data analysis and reporting.
    • Excellent communication and presentation skills.
    • Ability to lead cross-functional teams and manage multiple projects simultaneously.
    • Proficiency in using BigQuery or similar database platforms.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Wakanow on wakanow.zohorecruit.com to apply

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