Operational Excellence

Experience:

• 2-4 years of experience in project management, process improvement, or a similar role within a BPO or related industry (must have previous call center experience).
• Familiarity with performance management tools (preferred).

Skills:

• Strong project management skills with the ability to manage multiple initiatives.
• Proficiency in data analysis and visualization tools to support data-driven decision-making.
• Excellent communication and training abilities, both written and verbal.
• Proficiency in creating and managing SOPs.
• Analytical mindset with the capability to identify and solve problems effectively.
• Proficient in MS Office Suite and project management tools.

Project Implementation and Management:

• Lead the implementation of new projects, ensuring all stakeholders are aligned and milestones are met.
• Oversee ongoing projects by driving adoption, engagement, and accountability within operations teams.
• Act as the subject matter expert for projects, providing guidance on its functionality and best practices in multiple geographies.

Training and Support:

• Develop and deliver training sessions for operations teams to enhance understanding and usage of our internal tools.
• Create comprehensive training materials, including guides and FAQs, to support ongoing learning.

Global Process Alignment and Rollouts:

• Collaborate with cross-functional teams to assist with aligning global processes to improve consistency and efficiency.
• Support the rollout of new processes, ensuring they are communicated effectively and adopted across teams.

SOP Creation:

• Develop and maintain clear, concise, and effective Standard Operating Procedures (SOPs) for operational processes.
• Regularly review and update SOPs to reflect changes in policies or processes.

Project Interventions (as needed):

• Support critical project interventions by identifying challenges, proposing solutions, and implementing corrective actions.
• Provide hands-on support during high-impact initiatives or when operational rigor requires reinforcement.

Data Analysis:

• Analyze operational data to identify trends, inform decision-making, and measure the impact of implemented changes.
• Present actionable insights to stakeholders and make recommendations for continuous improvement.