- Executes the process by utilizing full working knowledge of process tools and methodologies (e.g., value stream mapping) in accordance with compliance and controls. Drives a clear end-to-end view of expected business outcomes for the processes they are responsible for by using data, research, and assessments
- Monitors and evaluates process(es), including running and measuring metrics to ensure the process is performing as expected. Interprets analyses to develop ideas for subsequent improvements by translating data into recommendations. Uses statistical analyses and data to benchmark and interpret key performance indicators (KPIs) to better understand moderately complex processes. Communicates findings to relevant stakeholders to maintain continuous feedback loops.
- Executes function-level change management using a strong understanding of the business (e.g., readiness, timing, impact on stakeholders, data, tools, systems, policy, etc.)
- Executes end-to-end governance for moderately complex processes within their own line of business. Maintains documentation for flow, controls, underlying systems, and requirements needed.
- Executes function-level risk mitigation controls and anticipates risk across a moderately complex process lifecycle (e.g., design, execution, optimization, evaluation), including logging and tracking risk. Shares process risk information and best practices with the team.
- Bachelor’s degree and relevant work experience
- Fluent in English – both written and spoken
- Quality assurance within contact center Operations environment
- Excellent communication skills – both written and spoken
- Proficiency in French, German, Russian, Spanish, and Italian a plus
- Knowledge of GDPR and Data Privacy guidelines a plus
- Skilled at defining processes and guidelines
- Motivated to work with internationally and geographically distributed teams
- Entrepreneurial mindset, possess a high energy level to react to situations quickly and decisively
Company
Location
Lisbon - Portugal
Job type
Full-Time
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Organization Summary:
Microsoft Business Process Outsource (BPO) and AI Operations is responsible for the contracting, performance management, and continuous improvement execution activities for all outsourced global service providers supporting a wide range of business units within Microsoft. Our Mission is to be trusted advisors who anticipate and operationally execute on Business Process and opportunities delivering value to both Microsoft and our Customers.
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work.
We make doing business with Microsoft easy.
Responsibilities
Responsibilities:
In this role, you will be responsible for driving adherence to process guidelines and providing assurance to the leadership team, and stakeholders on key business outcomes. You will also execute the process by utilizing full working knowledge of process tools and methodologies in accordance with compliance and controls. Drives a clear end-to-end view of expected business outcomes for the processes they are responsible for by using data, research, and assessments.
Business Program Planning and Design
Qualifications
Basic Qualifications:
Preferred Qualifications:
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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