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COPC Specialist in Bend, OR at IBEX

Date Posted: 1/9/2019

Job Snapshot

Job Description

POSITION OVERVIEW:

The COPC Specialist is responsible for managing COPC activities, performance, processes and compliance status for their specific site. The position includes interpreting the COPC Standard for clarity and auditing the approach and deployment of processes to determine compliance to the COPC Standard.  The COPC Specialist role will require interfacing with all levels of the organization, including with the client and COPC Inc. The position requires passing and maintaining COPC Implementation Leader certification.

 

DUTIES AND RESPONSIBILITIES:

  • Remain current with COPC Standard certification – including individual certification.
  • Interface with client as-needed to communicate COPC challenges, opportunities and status.
  • Execute data analysis and visualization projects as needed.
  • Design and implement working processes for various departments, including auditing for consistent execution and compliance to COPC Standard.
  • Communicate areas of non-compliance to appropriate personnel and needed actions to improve.
  • Regularly create, modify, or update Excel files such as the Table F and Evaluation Tool.
  • Develop understanding of the COPC Standard with the on-site teams.
  • Conduct regular, formal and informal meetings with various levels of management and staff related to the progress of the COPC certification initiative.
  • Work collaboratively with people with a range of skill levels across multiple departments to correct areas of non-compliance.
  • Partner with COPC Implementation manager to identify and leverage COPC methodology into other programs at their location.
  • Perform additional duties and responsibilities, and assist with special projects, as assigned.

Job Requirements

EDUCATION/EXPERIENCE:

  • Bachelor Degree in Project Management/Business  or at least 2 years of related work experience in a contact center
  • Maintain current COPC Implementation Specialist Certification or have related experience and ability to certify immediately

 

QUALIFICATIONS/SKILLS:

  • Solid data analysis skills, Six Sigma/ Lean preferred but not required.
  • Analytic skills at a level sufficient to determine root causes and detect data integrity issues.
  • Ability to encourage and foster cooperation and collaboration between various groups toward common goal.
  • Excellent customer service and support skills
  • Ability to work well under pressure
  • Strong written and oral communication skills
  • Ability to see through bias or presuppositions in a given scenario to determine facts
  • Understanding of S.M.A.R.T. goals                    
  • Good project management skills – With the ability to manage at least four simultaneous projects.
  • Highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
  • Ability to work across silos and be comfortable with individuals at different levels of the organization.
  • Proficient in Microsoft office or similar data analysis and reporting tools.
  • Teamwork capabilities; strong relationship management and interpersonal skills.
  • Availability to travel (up to10%)

 

 

WORKING CONDITIONS:

This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus.

 

This is a full time position. Employee must be able to travel up to 10%. This position is eligible for incentive bonuses based on certification status.

 

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORUNITY:

IBEX Global is proud to be an equal employment opportunity employer. IBEX Global is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law.