Job Details
Skills And Tools:
Job Description
Responsibilities
•Analyzing company processes and procedures.
•Collect, measure and analyze metrics on Table F.
•Investigating shortfalls, issues, and complaints in current business processes.
•Monitoring staff performance and organizational processes.
•Identifying opportunities for process improvement by application of standard process improvement tools and methodologies such as Lean, Six Sigma, BPM and Digital Transformation. Coach and train others on using process improvement tools and advocate for the implementation of standardized systems.
•Collaborating with other stakeholders to enhance productivity and staff satisfaction.
•Managing Team performance and following up on their progression& Conduct performance appraisal with the team to track the performance.
•Communicating ideas and opinions to other members of management.
•Training, mentoring, and guiding team members in new processes.
•Communicating with managers to track progress, offer support, and provide feedback on improvement projects
•Analyzing data to identify areas of improvement within the company or organization, such as customer satisfaction, employee retention rates, or operational costs
•Working with management to develop improvement plans, including identifying opportunities for cost reduction, increasing productivity, or improving quality of products or services
•Monitoring ongoing projects to ensure that team members are completing tasks on time and that there are no issues that require escalation
•Identifying potential opportunities for improvement within a company or organization based on input from employees and customers.
•Apply COPC across organization.
•Assess each issue/situation using COPC standards to support a decision. manger
•Supporting all functions of the business to work together
•Ensure that the team implements company values, and objectives and follows all policies, regulations, and procedures according to COPC standards.
•Identify issues and potential improvements in the operations process
•Guiding the creation, implementation and sustainment of Operational Excellence tools and management practices via analysis, change management and coaching.
•Assist in the development of Sustainability Planning, Maturity Models and Sustainability Assessments.
•Communicate opportunities and data driven recommendations, gaining buy-in for change.
•Provide feedback and recommendations to the management.
•Stay up to date on new trends & operations performance best practices.
•Performs miscellaneous job-related duties as assigned.
Job Requirements
•Bachelor's degree.
•Level of English: Excellent Level.
•Experience in 5 years minimum
•Excellent verbal & written communication
•Good business acumen
•six sigma green belt is a MUST.
•Certified COPC
•strong analytical skills
•identify and solve varied business problems
•Advanced knowledge of call center industry (systems, processes, techniques)
•Proficient in Microsoft office.
•Strong coaching and leadership skills,
•Self-motivated, disciplined and organized.
•Able to work under limited supervision and meet the deadlines
•Ability to meet targets and deadlines while maintaining a professional standard.
•Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations
•Drive towards continuous development and improvements
•Strong prioritization &influencing skills
•Strong change management skills
•Strong presentation skills
