Consultant/Senior Consultant - Contact Centre - BPO/KPO/Captive

Consultant/Sr.Consultant - Contact Centre

Key Responsibilities/Accountabilities :

Industry : BPO/ KPO/ Captive Contact Centre Background Only.

- Drive Improvement projects/activities across the vertical

- Transfer the knowledge and skills learned during the expert training sessions to other employees.

- Redesign processes to suit the improvement plan

- Work closely with operations team to collect data and assess the current situation.

- Net work with other experts to exchange learning and good practices both internally and externally

- The incumbent should have zeal in working in a dynamic BPO environment and keenness in acquiring working knowledge of the operations and processes on site.

- Should possess good analytical skills, communication and negotiation skills.

- Should possess good business acumen and strongly result oriented with passion to reach.

- Liaise with functional / vertical managers to accept and agree the need for change

- Should be able to introduce different innovative concepts

- Liaise with functional / vertical managers to accept and agree the need for change

- Should have a strong logical bent of mind

Knowledge/Qualifications/ Competency :

- Any Graduate / PG.

- Good Communication/Presentation Skills

- Microsoft Office skills

- Well Versed with Minitab & Other tools

- Black belt certified Mandatory. Candidates from a BFSI / Healthcare Background only. Candidates preferred with onshore Consulting work experience in Process Improvement Projects. (Strong Consulting experience / Good onsite exposure / Excellent Statistical Knowledge)

- Having a Valid Passport

Special Role Requirement :

- Willing to travel across sites & locations

- Accuracy & integrity in data handling

- Ability to work with people and teams of diversified / different priorities

- Ability to present/ address in public

Angeline
GPS