15 Jun 2013

Contact Center Quality and Processes Improvement Manager (m/f)

SitelSao-jorge-de-arroios, Lisboa, Lisboa, Sao-jorge-de-arroios, Portugal

Descrição da Oferta

Sitel is a Multinational Contact Center Outsourcing Provider Company, in Portugal for 20 years and now with a team of 550 associates. We believe Portugal is one of the best places to work, its contact center industry is one of the fastest growing and better equipped in the world, with quality results that match the most demanding standards. Developing Contact Center projects in all EMEA region (Europe, Middle East and Africa) and Brazil, we are growing in a sustained and strategic way.
Summary of Primary Job Responsibilities:
Lead multilingual Contact Center team(s) to meet business objectives will represent and encourages a continuous improvement culture within the site. The PIPM (Process Improvement Program Manager) will be 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, controls and implementing approved recommendations. Ensures accurate quality measurements and tools are implemented within campaigns.
Education: College degree in a business–related field or equivalent experience.
Experience Target:
• Two years of contact center management experience (mandatory);
• Experience internal and external in Audit processes (mandatory);
• Demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience – one year at least;
• Relationship management experience with multinational clients and experience with multicultural internal teams.
Knowledge/Skills/Abilities:
• Strong understanding of the call center industry and operations;
• Strong analytical and project management skills;
• Excellent technical (MS Project, Word, and Excel) and math/statistical skills;
• Strong interpersonal skills and demonstrating the ability to work independently and with a cross functional team;
• Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

Other Information:
• Career growth and development opportunities;
• Good work environment and multicultural teams;
• Ambitious projects with high level quality of brands
• Join a stable and growing company where People mean more!

Categorias: Higiene e Segurança, Qualidade.

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