Process Excellence Manager

1 week ago

Cebu City, Central Visayas, Philippines Wipro Full time

Talent Acquisition Expert @ Wipro | Streamlining Hiring Processes, Boosting Recruitment Results

Role: Process Excellence Manager

Education: Any Graduates

Responsibilities:

  1. Audit the number of cases/calls as mandated by the client and track performance.
  2. Review calls/completed cases for adherence to internal/regulatory guidelines.
  3. Record feedback on Agents & his/her areas of improvements.
  4. Bring in necessary changes to the process and constant updation of core process.
  5. Attend calibration sessions both internal and with the clients.
  6. Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends.
  7. Identify and support other opportunities for quality improvement across the team.
  8. Develop materials and process documentation to support training as and when required.
  9. Document quality issues, performance measures, and quality improvements for management reviews.
  10. Create quality scorecards to track performance level.
  11. Share feedback and briefings with associates to improve their quality.
  12. Coordinate and facilitate calibrations.
  13. Identify the root cause and share observations with Operations.
  14. Knowledge of 7 QC tools.
  15. Good knowledge of Excel.
  16. RAG analysis and BQM to identify bottom performers and support management.

Skills:

  1. Understanding of Quality methodologies like Six Sigma, Lean, Kaizen, etc.
  2. Excellent Communication & feedback/coaching Skills.
  3. Customer Focus: must demonstrate competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers.
  4. Functional/Technical Skills: must possess strong quantitative, analytical, and technical aptitude skills.
  5. Drive for Results: must possess the ability to work under pressure, meet deadlines, and be accountable for performance.
  6. Time Management: must be able to multi-task, be detail-oriented, and demonstrate strong organizational skills.
  7. Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
  8. Written Communication: must possess the ability to effectively, accurately, and concisely convey thoughts and concepts, and provide information to all organization customers.
  9. Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.
  10. Decision Quality: must possess the ability to work independently, establish priorities, and demonstrate good judgment skills.
  11. Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge, and improving skills in a self-directed manner to improve performance and position added-value.
  12. Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

Good Interpersonal & people management skills with good problem-solving approach.

Experience:

8 to 10 Years of customer experience (non-FS) OR Fintech CX OR Intl. Banking CX.

Minimum 7 years of experience in Banking contact center ops/back office/voice process.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Quality Assurance, Project Management, and Strategy/Planning

Industries: Outsourcing and Offshoring Consulting and Telecommunications

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