Job Title

The Role:This role emphasizes leadership in service excellence & strategic quality management, with a focus on enhancing contact center processes and customer experience. The incumbent will be responsible for driving sustainable continuous improvement and transformation initiatives leveraging technology. Key ResponsibilitiesLead / mentor improvement initiatives that positively impact Client satisfaction & business profitabilityBe a visionary to identify high impact strategic projects which yield in substantial GainsIdentify new technologies that are relevant to service line and have potential to be scaledDeliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problemsIdentifying process gaps & automation opportunitiesProject managing improvement efforts across multiple locations and maintain consistence in effort & implementationInterfacing with leadership/clients and identifying opportunities for valueDriving effective Change Management for a stable & consistent delivery – Zero surprise operations Profile & ExperienceBachelor’s degree with 11+ years of experience in contact center or outsourcing industryExperience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologiesExposure to drive complex improvement / transformation projects across multiple accounts/domainsExperience in Data Analytics - Machine learning / Predictive Analytics / Power BI/SQL/Python / Big Data Preferred Certifications : Certified Analytics Professional / Google/Microsoft/AWS certified Data analytics / Data science professional certificate / Design Thinking Practitioner / Cloud Certification / Six Sigma/Lean/VSM certificationWell versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).IC role & flexible work timings (Work from office role)