The Role:
This role emphasizes leadership in service excellence & strategic quality management, with a focus on enhancing contact center processes and customer experience. The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology.
Key Responsibilities
- Lead / mentor improvement initiatives that positively impact Client satisfaction & business profitability
- Be a visionary to identify high impact strategic projects which yield in substantial Gains
- Identify new technologies that are relevant to service line and have potential to be scaled
- Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.
- Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problems
- Identifying process gaps & automation opportunities
- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation
- Interfacing with leadership/clients and identifying opportunities for value
- Driving effective Change Management for a stable & consistent delivery Zero surprise operations
Profile & Experience
- Bachelor's degree with 11+ years of experience in contact center or outsourcing industry
- Must have : Certified Black Belt / Master Belt
- Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies
- Exposure to drive complex improvement / transformation projects across multiple accounts/domains
- Experience in Data Analytics - Machine learning / Predictive Analytics / Power BI/SQL/Python / Big Data
- Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).
- IC role & flexible work timings (Work from office role)
