PROCESS IMPROVEMENT MANAGER

Pranay Kumar Feb 24, 2021 695 0

PROCESS IMPROVEMENT MANAGER

url to apply- https://www.naukri.com/job-listings-process-improvement-manager-sitel-india-pvt-ltd-gurgaon-9-to-14-years-091120003572?src=sortby&sid=16141807969713188_1&xp=6&px=1

from 9 to 14 year(s) of Experience

Gurgaon

Not Disclosed by Recruiter

Job Description

2 yrs of contact center management experience /BPO Industry
1 yrs demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.
Black Belt Certification mandatory
3 yrs of exp into Black projects

Knowledge/Abilities:

Strong understanding of the call center industry and operations.
Ability to work in dynamic, 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.

Roles and 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

Desired Candidate Profile

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 deliverable produced are acceptable.
Manages the overall work plan to ensure work is assigned and completed on time and within budget.

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:Analytics & Business Intelligence

Role Category:Analytics & BI

Role:Analytics Manager

Employment Type:Full Time, Permanent