Operation Excellence Manager-Contact Center

Operational Excellence & Lean Six Sigma

1. Proven expertise in Lean, Kaizen, and process improvement in contact center environments.
2. Experience in service quality monitoring and workforce productivity enhancement.
3. Hands-on experience in root cause analysis, cost-benefit analysis, and automation adoption.
4. Experience in deploying real-time performance dashboards for operational visibility.

Technology & Analytics

1. Proficiency in Call center systems (Genesis, etc.), CRM systems (Salesforce, etc.), and analytics platforms.
2. Experience with AI-driven chatbots, IVR systems, and automation tools.
3. Strong analytical skills with experience in reporting KPIs and performance trends.

Customer Service & Call Center Operations

1. Deep understanding of call center SLAs, KPIs, and compliance requirements.
2. Experience in managing omnichannel customer interactions.
3. Strong experience in source systems such as SAP ERP, Salesforce CRM.
4. Adept in agile methodologies and well-versed in applying them to analytics projects.
5. End-to-end experience in applying Analytics to business problems including problem analysis and exploratory data analysis.
6. Experience in Data Science is a plus.
7. Experience in launching and leading significant business impact projects.