Teleperformance is hiring Director Process Excellence (Lean Six Sigma) 2022 in Bangladesh (Remote)
Your Footprint as a Director Process Excellence Will Be…
… to help drive process improvement across the organization, including increasing knowledge of Lean Six Sigma for all team members. They will be a key driving force towards building a world-class LSS organization. This role will work cross functionally within Contact Center as well as with key partner organization to maximize the customer experience and efficiency. A background in Contact Center Operations or Back Office Operation process improvement is a firm requirement, must have Black Belt certification. The successful candidate will be a process-focused Coach with experience delivering enterprise level transformation initiatives.
As a Director Process Excellence, You Will…
- The selected individual must possess strong cross functional experiences within Contact Center or Back Office department.
- The selected individual must have previous experience in a Contact Center operational function or Back Office department.
- Leads Lean Six Sigma initiatives across the organization, including hosting routines around project status.
- Coaches team members and managers to drive process improvement initiatives in their respective areas.
- Will work closely with cross-functional groups to drive end to end improvement initiatives.
- Identifies opportunities for process improvement, develops recommendations, and converts recommendations into compelling new business plans.
- Contribute the development and delivery of complex initiatives that can impact Contact Center regionally, typically requiring the leadership of cross-functional and/or cross-regional teams.
We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.
Location:
BangladeshBenefits
Eligibilities
What Will You Need to Succeed?
- Superior understanding of Lean, Six Sigma, and Change Management.
- Advanced analytical and data modelling skills.
- Advanced project management skills.
- Advanced people management skills, including managing teams across countries.
- Advanced communication skills, catered to a wide variety of audiences; mastery in English and local language.
- Experience leading enterprise level projects interacting with senior executives
- Experience driving change in a complex organization
- Advanced understanding of Contact Center or Back Office processes
- Advanced consulting, influence, and negotiation skills.
Education Requirements:
- University degree or equivalent experience; advanced university degree preferred.
- Requires 10+ years of experience in a Contact Center function or Back Office department.
- LEAN Six Sigma Background required.
The Leadership Competencies for Exceptional Potential Are…
- Smart and Decisive with Data
- Transformational Leader – Empathy, E.I. & Resilience
- Agile Mindset
- Adaptability
- Global Thinker
- Innovative and Creative
- Purposeful and Impactful
- A True Partner
- Authentic and Connected Leader
- Infinite Learner
- Digitally Smart
