Back-office processing
Ability to apply Back-office processing practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
Qué significa cada nivel
La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.
P1
Describes the process, controls, stakeholders and basic decisions involved in Back-office processing.
P2
Executes standard Back-office processing activities accurately within established controls and escalates exceptions.
P3
Owns complex Back-office processing cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Back-office processing, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Back-office processing and develops other experts.
Fuente: PROCOMER FTZ employer benchmark