- The position of Process Excellence Lead requires highly diligent candidates with excellent attention to detail. - This is an ideal role for a strategic problem-solver who is an effective influencer and has a high degree of process/ metric insights. The ideal candidate is able to thrive in a high-growth and fast-paced environment. In this role, the Process - Excellence Lead will apply Lean and quality management principles to drive forward key improvements. Key Job Responsibilities: - Identify improvement/efficiency opportunities across all processes managed within CHC and lead projects for process optimization. - Ensure early defect identification and prevention mechanisms via proper RCA - Performs quantitative analysis of KPIs to identify opportunities for process re-engineering which can improve overall customer experience - Drive process standardization initiatives and optimize performance of different teams - Establish and monitor the benefit realization of various initiatives - Conduct periodic process walkthroughs to identify the improvements opportunities (Process review, complaint review, exception/deviations etc) - Conduct periodic process benchmarking to ensure competitiveness - Establish process excellence roadmap to bring process driven culture - Facilitate LEAN, 5S and Ideation program Key Skills : - Program Management skills - leading multiple improvement projects in parallel for different CHC queues (Inbound, Email, Retention-Outbound) - Strong Influencing skills and clarity of thought and ability to work in teams with varied strengths and with multiple stakeholders - Strong Quantitative and problem-solving ability: Ability to conceptualize & analyze complex problems - Ability to challenge status quo & out of the box thinking - People Leadership: Ability to coach & mentor people. Ability to effectively influence & motivate others. - Able to analyze information, make connections and demonstrates deep level thinking - Understanding of Data Analytical tools. (preferred) Experience & Education: - 9-13 years of experience (preferably in Process excellence in a Contact center set-up) - Experience in leading process simplification and standardization initiatives preferred

Bangalore

Licious - Assistant Manager - Customer Support Team - Process Excellence 

Licious - Assistant Manager - Customer Support Team - Process Excellence  ,Job Description for Licious - Assistant Manager - Customer Support Team - Process Excellence  in Licious in  Bangalore for (9-13) years of experience. Apply Now!

Job Description for Licious - Assistant Manager - Customer Support Team - Process Excellence  in Licious in  Bangalore for (9-13) years of experience. Apply Now!