REQUIREMENTS:

3+ years prior project and/or process management experience - certification preferred (. PMP and/or Lean Six Sigma Green/Black Belt) with proven track record to meet or exceed goals
• Experience in services or operations, ideally in Contact Center/BPO environment, and demonstrated understanding of underlying customer operations workflow and technology
• Experience managing client expectations and requirements
• Self-starter with strong sense of urgency and accountability
• Team focused, highly self-motivated, attentive to detail and enjoys learning new things
• Skilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines and achieve desired results
• Ability to make discretionary decisions based on research with certain degree of creativity and latitude
• Ability to prioritize multiple projects and adhere to business-critical deadlines
• Ability to develop collaborative relationships and act as a well-respected, trusted partner that others want to work with
• Availability to travel to our entire global footprint
• Excellent written and verbal communication skills
• Excellent written and spoken English skills

RESPONSABILITIES:

• Identify, develop, and lead/execute process improvement opportunities utilizing Continuous Improvement principles, LEAN methodologies, and change management practices in order to facilitate progress and reduce costs
• Partner with Global and Account Management to clearly articulate problems and proactively advocate for solutions through structured thinking and communication
• Propose to internal management and to the client, and implement solutions that empower front line employees to provide the best experience and prevent escalations; Facilitate the design and implementation of new/improved process models
• Execute lessons-learned and re-engineer processes to ensure issues are fixed and provide feedback across organizational lines (internal and external – client)
• Support client’s representatives in identifying, verifying, analyzing, and implementing process improvement and process re-engineering opportunities.
• Monitor progress in order to check if changes yield desirable results; establish measurable standards to compare actual project results against
• Lead data analysis and liaise with BI team in interpretations efforts for programs and projects
• Present findings and recommendations to client and internal Global & Account management
• Create feedback loops with customer facing and operational teams to derive meaningful insights for improvements increased efficiency, profitability and inspire customer-centricity
• Ensure that the team works in accordance with the approved company operating policies, procedures, practices and methods
• Identify and project manage cross-functional work streams necessary to launch in new markets, and work closely with other leaders and teams launch
• Support the Global Management to design the team structure needed to support our international strategy
• Build, Along with Global Management, the tracking systems and success measures for entry, ramp, and growth in each market
• Partner with client’s teams and beyond to source, allocate, and coordinate resources
• Engage with stakeholders to guide the ramp-up team toward consensus
• Collaborate with cross-functional project partners to coordinate planning and oversee dependencies
• Ensure launch readiness, coordinate post-launch monitoring and make sure all processes are aligned globally
• Communicate effectively to and with stakeholders regarding initiation of new programs and projects
• Serve as vendor liaison for programs and projects to facilitate collaboration between internal and external parties
• Nurture great relationships internally, understand the pulse of customers and external stakeholders
• Adapt quickly to changing priorities and maintain a clear understanding of business objectives

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