Process Enhancement Lead
6 days ago
About Humanly:
Humanly is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands.
The company takes pride in its inclusive environment and positive impact on the community. It actively encourages internal mobility and professional growth at all stages of an employee's career.
Job Description:
The Process Enhancement Lead leads a team responsible for process improvement and escalation procedures, ensuring the highest level of quality and efficiency.
This role involves mentoring and guiding Quality Analysts in analyzing and resolving client issues and concerns.
- Mentor, guide, and help develop a career path for Quality Analysts;
- Implement, oversee, and enforce escalation channels in accordance with mutually agreed-upon procedures;
- Lead a high-performing team to build problem-solving, critical thinking, analytical, and technical skills;
- Establish ambitious but realistic team goals;
- Work with direct reports on plans for executing and measuring progress and sharing results;
- Identify actionable insights, offer recommendations, and shape team's strategy.
- At least 2 years of relevant people management experience within or beyond the BPO space;
- Ability to think strategically and solve problems through creative means;
- Background in providing constructive feedback and implementing corrective action plans;
- High-level understanding of customer confidentiality standards;
- Passion for developing the skills and know-how of team members;
- Experience in mediation and conflict resolution techniques.
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