Job Description

This role emphasizes leadership in service excellence & strategic quality management, with a focus on enhancing contact center processes and customer experience. The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology. Key Responsibilities: Lead / mentor improvement initiatives that positively impact Client satisfaction & business profitability Be a visionary to identify high impact strategic projects which yield in substantial Gains Identify new technologies that are relevant to service line and have potential to be scaled Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement. Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problems Identifying process gaps & automation opportunities Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation Interfacing with leadership/clients and identifying opportunities for value Driving effective Change Management for a stable & consistent delivery Zero surprise operations Profile & Experience: Bachelors degree with 11+ years of experience in contact center or outsourcing industry Experience on Gen AI tools along-side Six Sigma/Lean/ Kaizen/ COPC methodologies Exposure to drive complex improvement / transformation projects across multiple accounts/domains Experience in Data Analytics - Machine learning / Predictive Analytics / Power BI/SQL/ Python / Big Data Preferred Certifications : Certified Analytics Professional / Google/Microsoft/AWS certified Data analytics / Data science professional certificate / Design Thinking Practitioner / Cloud Certification / Six Sigma/Lean/VSM certification Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).