Licious – Assistant Manager – Customer Support Team – Process Excellence (9-13 yrs)

– The position of Process Excellence Lead requires highly diligent candidates with excellent attention to detail.

– This is an ideal role for a strategic problem-solver who is an effective influencer and has a high degree of process/ metric insights. The ideal candidate is able to thrive in a high-growth and fast-paced environment. In this role, the Process

– Excellence Lead will apply Lean and quality management principles to drive forward key improvements.

Key Job Responsibilities:

– Identify improvement/efficiency opportunities across all processes managed within CHC and lead projects for process optimization.

– Ensure early defect identification and prevention mechanisms via proper RCA

– Performs quantitative analysis of KPIs to identify opportunities for process re-engineering which can improve overall customer experience

– Drive process standardization initiatives and optimize performance of different teams

– Establish and monitor the benefit realization of various initiatives

– Conduct periodic process walkthroughs to identify the improvements opportunities (Process review, complaint review, exception/deviations etc)

– Conduct periodic process benchmarking to ensure competitiveness

– Establish process excellence roadmap to bring process driven culture

– Facilitate LEAN, 5S and Ideation program

Key Skills :

– Program Management skills – leading multiple improvement projects in parallel for different CHC queues (Inbound, Email, Retention-Outbound)

– Strong Influencing skills and clarity of thought and ability to work in teams with varied strengths and with multiple stakeholders

– Strong Quantitative and problem-solving ability: Ability to conceptualize & analyze complex problems

– Ability to challenge status quo & out of the box thinking

– People Leadership: Ability to coach & mentor people. Ability to effectively influence & motivate others.

– Able to analyze information, make connections and demonstrates deep level thinking

– Understanding of Data Analytical tools. (preferred)

Experience & Education:

– 9-13 years of experience (preferably in Process excellence in a Contact center set-up)

– Experience in leading process simplification and standardization initiatives preferred


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