Job Description

The Operational Excellence Manager will drive efficiency, quality, and cost optimization in call center and contact center operations. This role focuses on enhancing service delivery, streamlining processes, and improving agent performance through Lean Six Sigma methodologies, automation, and data-driven decision-making. The individual will be responsible for reducing operational costs, enhancing customer experience, and increasing productivity by leveraging analytics and continuous improvement initiatives.

CORE RESPONSIBILITIES:

Operational Efficiency & Workforce Optimization

Customer Experience & Service Quality

Cost Optimization & Revenue Growth

Lean Six Sigma & Continuous Improvement

Technology & Analytics

Proficiency in Call center systems (Genesis, etc.), CRM systems (Salesforce, etc.), and analytics
platforms.

Experience with AI-driven chatbots, IVR systems, and automation tools.

Educational and Professional Qualifications:

Bachelor's degree in operations management, Business Administration, Data Science, or a related field. Lean Six Sigma Black Belt or Green Belt certification required. Master's degree is a plus. Experience in call center/contact center operations is mandatory.

Years of Experience

The candidate should have 6 to 10 years in call center/contact center operations, with a focus on operational excellence and process improvement.
Job Types: Full-time, Contract
Contract length: 12 months

Experience:

Operational Excellence Manager: 6 years (Preferred) Call center systems (Genesis, etc.): 6 years (Preferred) Lean Six Sigma & Continuous Improvement: 6 years (Preferred) AI-driven chatbots: 6 years (Preferred)
License/Certification:

* Lean Six Sigma Black Belt or Green Belt (Preferred)