Represents and encourages a continuous improvement culture within the site. Responsible for Lean / Six Sigma projects that eliminate re-
work, provide cost savings, increase revenues and increase client / customer satisfaction within the site.
Identifies opportunities / issues, defines and manages continuous improvement projects using the Lean Sigma / DMAIC framework.
Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.
Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).
Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.
Recommends solutions and controls, and implementing approved recommendations. Ensures accurate quality measurements and tools are implemented within campaigns.
Primary Job Responsibilities
Education & Experience
College degree in a business related field or equivalent experience, two years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.
Skills / Knowledge / Abilities
Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team. Excellent technical (MS Project, Word, and Excel) and math / statistical skills.
Strong understanding of the call center industry and operations. Ability to work in a dynamic, fast-paced environment. Understanding and ability to use statistical process analysis.
Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
Understanding and ability to use math principles, charts and graphs.
Job Segment : Program Manager, Business Process, Lean Six Sigma, Manager, Call Center Supervisor, Management, Customer Service