Process Improvement Program Manager Job in Sitel Group

PIPM Manager Gurgaon Certified Six Sigma Black belt part of business excellence, process excellence, continuous improvement team with minimum of 3 years of hands on experience as a Black Belt.

A total of 9+ years of experience

Summary of Primary Job 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 work streams associated with project tasks.
• -Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for 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.

Principle duties include:

• 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 for 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.

Experience Target (in this job or a related function/field): 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.

Skills:

• 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.

Knowledge/Abilities:

• -Strong understanding of the call center industry and operations.
• -Ability to work in adynamic, 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

BPO/ITES Experience preferred