Concentrix - Manager/Senior Manager - Delivery Excellence - CRM Domain

Hiring Location : Gurgaon

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 SIX SIGMA based improvement methodology that works to eliminate everything that does not add value to CONCENTRIX & its clients while focusing on variation reduction.

- CRM has a vacancy for a Delivery Excellence Manager specifically to manage the DE and Continuous Improvement (CI) opportunities at Concentrix 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 CONCENTRIX 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 Concentrix 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 CONCENTRIX leadership/clients and identifying opportunities for value add.

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

Qualifications :

- Graduate

- Trained & Certified Lean Six Sigma Black Belt

Experience :

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

- 3+ years of experience with CRM voice or non-voice (Email or Chat) business

- Should have managed at least 3 high impact improvement project - CSAT/ Resolution/ Cost/ AHT etc.

- Preferred - Experience within CRM domain

Skills :

- Project management

- Effective written & verbal communication including presentation skills.

- Problem solving

- Six sigma / lean knowledge or certification preferred

- Change management

- Working knowledge of Statistical analysis tool - Minitab

- Proficient in using MS Excel & Power Point

- Ability to identify improvement opportunities

- End to end Process mapping including VSM

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

Preferred - Active visa for US / UK