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¿ Work with Functional Operations Managers and Process Excellence Leader to identify, coordinate and implement process improvement projects and initiatives
¿ Support transition team in target setting and CTQ measures for new processes Define process performance measures baselining, target setting and implement CPS/PS measurement and reporting process;
¿ Ensure quality and tollgate rigor for the processes in transition;
¿ Perform regular data collection, evaluate and report performance (performance dashboards);
¿ Conduct Quality Awareness Training and/or Green Belt trainings for associates;
¿ Ensure sharing of best practices within the organization;
¿ Drive standardisation and productivity improvement;
¿ Participate in and lead special projects as assigned.
¿ 3-4 years of Customer Service and/or Call Center expertise ¿ understanding of main business drivers, measures and typical constraints;
¿ Hands-on direct sales experience, preferably through telephony or electronic channels;
¿ Knowledge of major CS and CC applications and solutions, incl. their impact on the business processes.
Operations Support
¿ 3-4 years of functional expertise and demonstrated track record in one or more of the following areas: IT, Sourcing, etc. - understanding of main business drivers, measures and typical constraints;
¿ Six Sigma expertise, incl. Green Belt certification;
¿ Lean and Process re-engineering background;
¿ Functional expertise;
¿ Strategic thinker;
¿ Drive project delivery and impact;
¿ Project management skills, including knowledge of project management tools and techniques;
¿ Understanding of Transition Toolkit, practical transition experience;
¿ Excellent communication skills;
¿ Team player and demonstrated leadership skills;
¿ Outstanding interpersonal, facilitation, influencing and presentation skills;
¿ Ability to effectively share process/business knowledge with others;
¿ Advanced English skills
Our client is a global provider of high-quality business and technology services who delivers business impact through operational excellence - helping global enterprises improve their revenue, cash, costs, margins, speed, and customer relationships.
