Global CX Performance Manager

Responsibilities:
• Manage the COPC implementation plan for Global Clients.
• Conduct COPC baseline audits to identify the gap between the current processes vs. COPC requirements.
• Train all stakeholders’ teams on the relevant knowledge to allow them to show progress through the implementation phase.
• Support countries to review the existing COPC processes for ensuring effectiveness, quality and simplification.
• Create an implementation plan for the areas that need improvements.
• Provide COPC consultation and guidance during the COPC implementation.
• Identify COPC processes challenges by analyzing process data and metrics.
• Create and deliver multiple scope of learning solutions supporting the COPC framework’s implementation for the concerned global
• Coordinate COPC external trainings with COPC Inc.
• Participate in the COPC internal audit plans.
• Manage all the activities related to Global COPC HUB platforms (MS Teams, SharePoint, and Mailbox).