Profile & Experience
- Degree with 11+ years of experience in contact center or outsourcing industry
- Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies
- Exposure to drive complex improvement / transformation projects across multiple accounts/domains
- Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).
- Thought leadership, Innovative thinking and generating high impact out of the box solutions
- Experience collaborating cross functionally within all organizational levels to build collaborative relationships.
- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
- Analytical acumen and the ability to streamline complex processes.
- Flexible to work with cross functional teams in different time zone
- Strategic thinker with a track record of innovative problem-solving and project execution
- Technologically proficient with advanced Excel skills and familiarity with MS Office suite
- IC role
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.
- Identify new technologies that are relevant to service line and have potential to be scaled
- Deliver on strategic and functional goals of projects focussed 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 organization leadership/clients and identifying opportunities for value
- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations
- On-time and accurate reporting of updates to leadership team.
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