Manager - Process Excellence - BPO

We are hiring for the below mentioned position :

Designation: Manager Process Excellence

Location: Gurgaon

CTC: up to 13.00 l.p.a

Role &Responsibilities :-

- Represents and encourages a continuous improvement culture within the site.

- Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.

- Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework.

- Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.

- Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).

- Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.

- Recommends solutions and controls, and implementing approved recommendations.

- Ensures accurate quality measurements and tools are implemented within campaigns.

Principle duties include:

- Meets all project goals (Quality, Delivery and Cost)

- Identifies, tracks, and manages project tasks, and resolves project issues.

- Proactively disseminates project information/reporting to all stakeholders.

- Identifies, manages, and mitigates project risk.

- Ensures that the overall project solution is of acceptable quality.

- Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.

- Defines and collects metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.

- Manages the overall work plan to ensure work is assigned and completed on time and within budget.

Experience Target (in this job or a related function/field): Two years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.

Skills:

- Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.

- Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.

- Excellent technical (MS Project, Word, and Excel) and math/statistical skills.

Knowledge/Abilities:

- Strong understanding of the call center industry and operations.

- Ability to work in adynamic, fast-paced environment.

- Understanding and ability to use statistical process analysis.

- Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

- Understanding and ability to use math principles, charts and graphs.

- BPO/ITES Experience preferred.