R2P E2E Senior Operations Specialist

hace 2 días


Bogotá, Bogotá D.E., Colombia Kenvue A tiempo completo
Role Overview
The R2P E2E Senior Operations Specialist plays a crucial role in ensuring efficient and high-quality customer service while resolving inquiries across various communication channels. This position demands a deeper focus on process optimization, escalation handling, training, and cross-functional collaboration.

Key Responsibilities:
  1. Provide high-level customer support via phone calls, emails, and chat, ensuring professional and timely resolutions.
  2. Promote and assist employees in using self-service options, systems, and tools, educating employees/suppliers on efficient issue resolution methods.
  3. Diagnose and troubleshoot issues, resolving root causes of recurring issues, identifying systemic improvements, and escalating complex problems to higher-level support teams when necessary.

Process Optimization & Strategic Initiatives
This position involves utilizing case management system and telephony tools for customer interactions and issue tracking. It also entails evaluating and enhancing operational workflows, implementing best practices for increased efficiency, and driving cross-functional process improvements. Additionally, the R2P E2E Senior Operations Specialist will analyze customer interactions and service metrics to identify trends and recommend solutions. They will collaborate with stakeholders, IT, and finance teams to streamline procurement and payment processes.

Training & Communication
The R2P E2E Senior Operations Specialist will apply training programs for new hires and junior analysts, ensuring consistent knowledge transfer. They will maintain clear, concise, and empathetic communication tailored to each employee/supplier's needs. The role also involves working with cross-functional teams to escalate complex cases requiring specialized expertise.

Performance Monitoring & Quality Assurance
The R2P E2E Senior Operations Specialist will monitor key performance indicators (KPIs), such as service levels, queue management, and agent performance. They will implement and oversee quality control measures to improve response accuracy and resolution times. The role also requires providing actionable insights from data analysis to refine operational strategies.

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