Senior Manager - Operational Excellence - Six Sigma/Black Belt Certified - BPO

Sr Manager - Operational Excellence

Duties and Responsibilities :

Developing, and implementing a robust productivity continuous improvement plan across the Mumbai fixed service business including :

- Root cause analysis of issues affecting, AHT, FCR and call volumes

- Ideation of solutions involving Optus, Convergys, and potentially third-party teams.

- Delivering solutions and performance aligned to industry best practices

- Governing the implementation of key improvement initiatives in line with AOP.

- Ensuring strong change management frameworks are in place to support people considerations for changes.

- Develop benefits realization tracking for continuous improvement

- Collaborating with local site leaders to develop a high-performance culture.

- Establishing strong governance and operating frameworks to track, embed and monitor performance.

- Driving effective change management across the site of 500- 1000 seats to gain buy-in for implementation.

Bachelor's degree :

- Six Sigma Black Belt certified

- Proven track record of driving significant improvements in productivity and quality in complex call center environments

- Project Management experience or strong execution skills

- Strong communication skills, with experience dealing directly with senior executive clients.

- Strong operational experience with India BPO, contact center environment.

- Drive change with the ability to filter different advice, apply mitigations and drive with strategic intent

- Excellent relationship building skills to support implementation

- Strength in relationship management with peers; senior management, staff and external parties.