Operations Excellence Manager

📋 Description

• Strategic Operational Leadership: advise on operational strategy and execution for the center.
• Improve efficiency, reduce costs, and raise service quality.
• Service Design and Continuous Improvement: design scalable, customer-centric processes.
• Lead continuous improvement initiatives across Operations and embed Lean Six Sigma.
• Performance and Insight: develop dashboards and KPIs; use data analytics to guide decisions.
• Translate insights into actionable service-delivery improvements.

🎯 Requirements

• Bachelor’s degree or equivalent experience.
• Lean Six Sigma Green/Black Belt preferred.
• Experience leading operational improvements in contact center/service environments.
• Knowledge of Quality Management Systems for compliance and quality oversight.
• Proficient with data & BI tools (e.g., Power BI).
• Strong coaching, mentoring, teamwork, and change management skills.