Business Process Optimization Lead

6 days ago


Pasay, National Capital Region, Philippines TASQ Staffing Solutions Full time
Job Overview

TASQ Staffing Solutions is seeking a highly skilled Business Process Optimization Lead to join our team. This exciting opportunity involves overseeing the optimization of business processes, ensuring efficient operations, and driving process improvement initiatives.

About the Role

The ideal candidate will have at least 10 years of work experience in Business Process Off-shoring, with a minimum of six years of supervisory experience in international Voice and/or back office business. Additionally, they should possess 3-5 years of BPO Operations Management experience in a Customer Service (BFSI preferred) environment.

Key Responsibilities
  • Capacity Planning and Staffing: Develop and implement effective capacity plans to ensure smooth process execution based on medium-term business forecasts.
  • SLA Negotiation: Establish strong relationships with clients to negotiate and finalize Service Level Agreements (SLAs).
  • Review Mechanism: Collaborate with the client to establish a review and reporting mechanism, ensuring transparency and accountability.
  • Incentive Plans: Design and approve incentive plans to motivate team members and drive performance improvement.
  • Process Improvement: Champion process and performance improvement projects, identifying areas for enhancement and implementing changes to drive efficiency and effectiveness.
  • Case Studies and Business Acquisition: Develop compelling case studies showcasing business success and participate in business acquisition efforts to drive growth.
  • Attrition Action Plans: Review and analyze progress of attrition action plans, ensuring their effectiveness in reducing turnover.
Requirements
  • Education: Graduation in any stream or diploma
  • Work Experience: Minimum 10 years of work experience in Business Process Off-shoring
  • Supervisory Experience: At least six years of supervisory experience in international Voice and/or back office business
  • BPO Operations Management: 3-5 years of BPO Operations Management experience in a Customer Service (BFSI preferred) environment
  • Voice and/or Back Office Operations: Experience in Voice and/or Back office Operations
Estimated Salary: $80,000 - $110,000 per annum

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