Global COPC Director

4 days ago

Qesm El Maadi Cairo, Egypt TP Full time 80,000 - 120,000 per year

Job Title:

Global COPC Director (Customer Operations Performance Center Director).

Location:

Work from Home

Department:

Global Audit

Teleperformance
is a global digital business services company that delivers advanced, digitally powered services to streamline business operations for top brands. With a global scale and local presence, Teleperformance aims to support communities, clients, and the environment in meaningful and sustainable ways.

What COPC Is:

COPC
stands for
Customer Operations Performance Center
— it's a globally recognized
performance management and certification standard
for customer service and contact center operations.

The
COPC Standard
helps organizations improve:

  • Customer satisfaction and service quality
  • Operational efficiency
  • Employee engagement
  • Cost management and consistency across sites

It's like ISO but specifically focused on
contact center excellence
.

Job Summary / Overview:

  • Ensure COPC implementation for AC sites globally
  • Perform internal COPC MSR audits
  • Participate in external audit
  • Support in ATAC's resolution

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document):

  • Provide consultation and guidance for the COPC implementation leaders across different sites.
  • Identify COPC processes challenges by analyzing process data and metrics.
  • Create the COPC internal audit (MSR) plans for AC sites
  • Perform internal COPC MSR audits with support of local implementation leads
  • Support the implementation leaders to review the existing COPC processes for ensuring effectiveness, quality and simplification.
  • Liaise with processes owners to select improvement opportunities and prioritize existing improvement projects.
  • Mentor and consult COPC implementation leaders to identify processes gaps and define solutions.
  • Assist in promoting the implementation of best practices across the sites.
  • Review the monthly table F figures and follow up on the needed actions.
  • Ensure COPC approaches compliance to achieve certifications.

Decision Making Authority

  • Locally Defined

Main Job Requirements:

Education and Specific Training:

  • Bachelor's Degree,
    English language: C1

Work Experience:

  • Minimum 12 years of overall Experience.
  • Minimum 8 years of experience
    in the COPC implementation with successful COPC certification.

Special Certifications

  • COPC CX performance leader - minimum to release 7.0.
  • Six sigma green belt.

Required Skills

Technical Skills:

COPC performance leader, OPS and QM experience.

Minimum Skills

  • Excellent Communication.
  • Interpersonal skills.
  • Strategic thinking.
  • Presentation skills.
  • Negotiation skills.
  • Time management.
  • Leadership skills.
  • Analyzes Information.
  • Excellent Problem Solving.

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