Manager - Process Excellence - Contact Centre

Manager Process Excellence

- Supply Chain Process Design,

- Service Design,

- Process Design,

- Design Thinking

- Customer Support/Front Desk operations(Contact center)

1. Design Thinking : Understands processes & data deeply and leverage design choices to explore possible outcomes and to achieve the desired outcome to benefit the organization.

2. Bias for Action : Can work in an ambiguous environment where sufficient data may not be available. Persists to complete tasks/responsibilities, even in the face of difficulties with optimistic and tenacious outlook.

3. Analysis & Decision Making : Understands financial implications for the design choices and is able to use that for making decisions. Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.

4. Creativity & Innovation : Knowledge of innovation processes, ideation techniques , effective brainstorming methods, feasibility analysis of winning concepts and can project how potential ideas may play out in the marketplace.

5. Process/Project Management : Understands specific processes and principles to initiate, plan, execute and manage the way that new initiatives or changes are implemented within an organization with guardrails of Time, Cost, Scope & Quality of the output.

6. Teamwork & Leadership : Can work collaboratively with a variety of teams, create transparency and be able to inspire others to work toward common goals by engaging and empowering them to achieve personal, team and organizational goals.