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Process Improvement Performance Manager

Req ID#:  86130

Fishers, IN, US

Process Improvement Performance Manager

Operations

At Sitel, many of the world's best brands trust us to create authentic connections with their customers every day. We may be new to the Northern Indianapolis Market, but we're backed by 30+ years of industry-leading experience and the entrepreneurial spirit of our founders. Our global presence spans 75,000 associates, 27 countries and 150 locations.

This is an opportunity to join a global company that's redefining the way brands connect with their customers. Working at Sitel is more than a job, it’s a career. In fact, 93% of our management positions are filled internally. Sitel is looking to hire over 450 associates, including leadership and support positions, by the end of this year with more growth planned in 2020; servicing one of the most well-known insurance providers for military members and their families. Are you ready to join?

 

SUMMARY OF RESPONSIBILITIES

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 workstreams associated with project tasks.

Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for the 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.

Meets all project goals (Quality, Delivery, and Cost)

Identifies, tracks, and manages project tasks, and resolves project issues.

Proactively disseminates project information/reporting to all stakeholders.

Identifies, manages, and mitigates project risk.

Ensures that the overall project solution is of acceptable quality.

Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.

Defines and collects metrics to give a sense of how the project is progressing and whether the deliverables produced are acceptable.

Manages the overall work plan to ensure work is assigned and completed on time and within budget.

 

POSITION QUALIFICATIONS

Mandatory black belt certified.

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.

 

WORK 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.

 

EDUCATION

A college degree in a business-related field strongly preferred or equivalent experience.

 

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Process Improvement Performance Manager


Nearest Major Market: Indianapolis

Job Segment: Business Process, Performance Management, Lean Six Sigma, Manager, Call Center Supervisor, Management, Human Resources, Customer Service

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