Description

Stay up to date with all metric-level attainment, process updates, and changes in the assigned business. Using data and investigations to draw insights and provide recommendations on metrics including but not limited to AHT, FTNR, Quality, CSAT, Escalations, and ITO Identifying opportunities for process improvement and undertaking lean, defect prevention, or process excellence projects that facilitate quick wins as well as short to long-term benefits for the org Work closely with operations, quality, and training teams to gain insights into business management practices and value from each process. Providing recommendations to Add/Remove/Modify processes to boost the efficiency and effectiveness of each effort. Start, run, and maintain various Knowledge Management initiatives of the team including but not limited to - Development, Modification, Archiving of SOPs, maintaining knowledge base, and creating/modifying workflows Partnering with the training team to facilitate new hire orientation sessions on OPEx Run focus group sessions with the team to continuously identify best practices Metrics for performance measurement Completion of projects and associated tasks within timelines Process Insights and defects identified and solutions recommended Training initiatives facilitated Creation/updation of assigned SOPs within timelines Participation in continuous improvement culture-building initiatives Compliance in attendance, knowledge tests, and other governance metrics Desired skills: Minimum 2+ years of experience in process improvement, continuous improvement, and project management field. Proficiency & sound knowledge in preparing MS Office presentations and Excel spreadsheets. Ability to look deeper, beyond the obvious, observe different methods, and link their results with the overall impact on customer experience or efficiency. Ability to dissect a service process into various components and investigate them individually. Communicate effectively, using different modes of communication and influencing individuals from a varied skill set and background A very strong customer-centric mindset, openness to new ideas and experiments Experience in a Customer Service environment with exposure to Voice/Email/Chat/SM mode of customer interaction Preferred candidate profile :Contact Shaheen Shaikh-8080872775 Perks and benefits

Role and Responsibilities

• Stay up to date with all metric-level attainment, process updates, and changes in the assigned business. Using data and investigations to draw insights and provide recommendations on metrics including but not limited to AHT, FTNR, Quality, CSAT, Escalations, and ITO Identifying opportunities for process improvement and undertaking lean, defect prevention, or process excellence projects that facilitate quick wins as well as short to long-term benefits for the org Work closely with operations, quality, and training teams to gain insights into business management practices and value from each process. Providing recommendations to Add/Remove/Modify processes to boost the efficiency and effectiveness of each effort. Start, run, and maintain various Knowledge Management initiatives of the team including but not limited to - Development, Modification, Archiving of SOPs, maintaining knowledge base, and creating/modifying workflows Partnering with the training team to facilitate new hire orientation sessions on OPEx Run focus group sessions with the team to continuously identify best practices Metrics for performance measurement Completion of projects and associated tasks within timelines Process Insights and defects identified and solutions recommended Training initiatives facilitated Creation/updation of assigned SOPs within timelines Participation in continuous improvement culture-building initiatives Compliance in attendance, knowledge tests, and other governance metrics Desired skills: Minimum 2+ years of experience in process improvement, continuous improvement, and project management field. Proficiency & sound knowledge in preparing MS Office presentations and Excel spreadsheets. Ability to look deeper, beyond the obvious, observe different methods, and link their results with the overall impact on customer experience or efficiency. Ability to dissect a service process into various components and investigate them individually. Communicate effectively, using different modes of communication and influencing individuals from a varied skill set and background A very strong customer-centric mindset, openness to new ideas and experiments Experience in a Customer Service environment with exposure to Voice/Email/Chat/SM mode of customer interaction Preferred candidate profile :Contact Shaheen Shaikh-8080872775 Perks and benefits