Delivery Excellence Manager - Six Sigma Quality - CRM Domain - BPO

Manager - Six Sigma Quality (CRM Domain is mandatory)

Job Description:

Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for CRM accounts globally. Primary focus is on ensuring high customer, investor & employee satisfaction. DE uses a LEAN based methodology that works to eliminate everything that does not add value to company & its clients.

CRM has a vacancy for a Delivery Excellence Manager specifically to manage the DE and Continuous Improvement (CI) opportunities for an account in India.

The DE/CI Manager will manage the day to day activities defined for business benefits including but not limited to implementation, DE/CI Geo resources, benefits realization, communications with company account leadership, DPE's and implementation manager(s).

A DE Manager is responsible for:

- Driving improvement initiatives that positively impact Client satisfaction & business profitability

- Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

- Solving business problems through innovative & sustainable solutions

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Interfacing with COMPANY leadership/clients and identifying opportunities for value

- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations

Qualifications:

- Certified LEAN Six Sigma Black Belt (Can explain application of LSS)

Experience:

- 7+ years of experience in contact centre / outsourcing space

- 3+ years of experience with CRM voice or non voice business

- Must have managed individually at least 3 improvement projects on either - Sales, Repeats Revenue, CSAT/Resolution/Cost/AHT etc

- Preferred - Experience within CRM (Customer care or Technical Support ) domain

Skills:

- Project management

- Ability to identify improvement opportunities

- Process mapping

- Effective communication

- Problem solving

- Logical and can relate things with possible causes

- Six sigma (GB certified- BB trained at-least) / lean knowledge or certification preferred

Required:

- Valid passport

- Applicant should be open to travel with in and out of India for short & medium(2-3 months) term assignments

- Flexibility to work in shifts

- Knowledge of MS Excel & PowerPoint

- Preferred - Active visa for US / UK