Duties and Responsibilities:
Manage the delivery of complex business transformation projects defined within the customer focus
Identify opportunity areas using advance analytics, marketing research, technological advancement and industry best practices
Design and identify ways of delivering transformational projects. Instrumental in moving relation with clients from transaction focused to value delivery for our clients
Communication
Provide effective communication and feedback to clients, senior management and other enabling functions
Staff Management and Development
Mentor and develop direct reports
Client and Account Management
Develop client relationships
Demonstrate confidence in managing client resources
Planning and Organizing
Review and evaluate the milestones achieved and of project plans
Team Management
Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
Coordinate with the senior management team members to drive change and improvement
Reward & recognize the excellent performers in the team•
Review team performance
To drive quality culture in the process & make quality as a way of life
Contribute towards overall team development by regular updates to the team on any new quality tools etc.
Motivate team members and ensure minimal attrition
Process Orientation & Operations Management
Increase in Contractual Compliance performance
Adherence to Transition tollgate review process
Planning & coverage of Certifications/ Audits
Self-Assessment Implementation and coverage
CSAT Action plans tracking, validation & baselining
Improvement in BE ICSAT score
Increase in number of Continuous Improvement project implementation
Performance against Budgets / Targets
Costs saved, new revenue generated out of process improvement, faster turnaround & efficiency improvement
Cost saved by driving process improvement resulting to penalty saving at program level
Strategic Business Planning & Execution
Implement Interaction Analytics service
Expansion of existing Transformation Service - e.g. Self Service
Project planning & implementation
Reports to: Sr. Manager
Essential Qualifications:
Any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring
Work environment:
The work environment is professional, office. Business casual attire.
Ability to create and follow business plans
Time management skills
Be reliable and responsible
Organizational skills
Willingness to seek help and ask questions
Amenable to work On-Site at Quezon City (Bridgetowne) and on Night Shift Schedule.
Great compensation package, allowances and benefits (13th and 14th month and on top allowances ex. gas allowance) awaits! Apply Now!