Incident Management: Manage incidents end-to-end, impacting the contact center's operations, processes, and services ·
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Preventive Measures: Recommend preventive measures to minimize the risk of future incidents ·
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Coordinate actions to mitigate the incident's impact and prevent recurrence ·
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Communication: Ensure timely and accurate communication with stakeholders, including employees and management ·
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Documentation: Maintain detailed records of incidents, actions taken, and lessons learned in a timely manner ·
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Analysis: Analyze patterns and trends to identify policy, procedure, or internal control failures · Effectiveness
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Measurement: Measure the effectiveness of compensatory controls ·
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Follow-up: Monitor and report the status of issues and agreed actions identified during engagement work, reporting monthly status on issues ·
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Automation: Knowledge of transformation tools and RPA (Robotics Process Automation) is preferable ·
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Technical Skills: Proficiency in Excel,
PowerPoint and Playbook Information
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Security: · Adhere to the Teleperformance Code of Conduct, email usage policy, and customer information and data security policy. Comply with the Non-Disclosure Agreement.
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Skill Sets:
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Risk Management Practices/BPO Expertise/Internal Audit: Knowledge in these areas to effectively manage and mitigate risks · Planning and Organizational
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Skills:
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. Solid ability to plan and organize tasks and projects efficiently.
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Communication Skills: Excellent verbal and written communication skills
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Inquisitive and Observant: A keen eye for detail and a curious mindset to identify and address potential issues ·
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Attention to Detail: Meticulous attention to detail to ensure accuracy and thoroughness in all tasks · Adaptability: Ability to adapt and perform well in a pressurized working setting · Willingness to Travel: Flexibility to travel as required.