Manager - Strategic Quality - Voice CRM

Lakshya Recruitment Solutions Private Limited
  • Pune
  • 10-12 lakh
  • 7-12 years
  • Views
  • 17 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Key Responsibilities

Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for CRM accounts globally. Primary focus is on ensuring high customer, investor & employee satisfaction. DE uses a LEAN based methodology that works to eliminate everything that does not add value to company&its clients.

CRM has a vacancy for a Delivery Excellence Manager specifically to manage the DE and Continuous Improvement (CI) opportunities for an account in India.

The DE/CI Manager will manage the day to day activities defined for business benefits including but not limited to implementation, DE/CI Geo resources, benefits realization, communications with company account leadership, DPEs and implementation manager(s).

A DE Manager is responsible for:

Driving improvement initiatives that positively impact Client satisfaction & business profitability
Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability
Solving business problems through innovative & sustainable solutions
Identifying process gaps & automation opportunities
Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation
Interfacing with COMPANY leadership/clients and identifying opportunities for value
Driving effective Change Management for a stable & consistent delivery Zero surprise operations

Certified LEAN Six Sigma Black Belt (Can explain application of LSS)

7+ years of experience in contact centre / outsourcing space
3+ years of experience with CRM voice or non voice business
Must have managed individually at least 3 improvement projectson either Sales, Repeats Revenue, CSAT/Resolution/Cost/AHT etc
Preferred - Experience within CRM(Customer care or Technical Support ) domain

Project management
Ability to identify improvement opportunities
Process mapping
Effective communication
Problem solving
Logical and can relate things with possible causes
Six sigma (GB certified- BB trained at-least) / lean knowledge or certification preferred

Valid passport
Applicant should be open to travel with in and out of India for short & medium(2-3 months) term assignments
Flexibility to work in shifts
Knowledge of MS Excel &PowerPoint
Preferred Active visa for US / UK

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