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Job Description
Responsibilities:
- Lead and oversee process improvement initiatives within the contact center to enhance efficiency and effectiveness.
- Identify operational bottlenecks, analyze workflows, and implement strategies to optimize processes and reduce operational costs.
- Develop and maintain quality assurance standards, conducting regular audits to ensure compliance and exceptional service delivery.
- Utilize data analytics tools to gather and interpret performance metrics, generate reports, and provide actionable insights.
- Collaborate with IT teams to evaluate, implement, and optimize contact center technologies for improved performance.
- Design and deliver training programs to enhance the skills and capabilities of contact center staff.
- Foster collaboration with cross-functional teams to align processes, strategies, and drive continuous improvement initiatives.
- Ensure compliance with regulatory requirements and manage operational risks effectively.
Job Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field. Master’s degree preferred.
- Proven experience (5 years) in a contact center environment, with a focus on process improvement, quality assurance, and operational excellence.
- Strong analytical skills with proficiency in data analysis tools and a track record of utilizing data to drive decision-making.
- In-depth knowledge of contact center technologies, CRM systems, and telephony platforms.
- Experience in developing and implementing training programs to enhance team performance.
- Excellent communication and interpersonal skills for effective stakeholder management and collaboration across teams.
- Strong leadership abilities with a focus on fostering a culture of continuous improvement.
- Certification in Lean Six Sigma or other process improvement methodologies preferred.
- Ability to adapt to a fast-paced, dynamic environment and drive change effectively.
The ideal candidate should possess expertise in:
Business Process Management (BPM). Data Analytics. Robotic Process Automation (RPA). Artificial Intelligence (AI). Lean Six Sigma.