Process Improvement Manager  

The positions within this team will be proactive by setting up accurate measurement matrixes and to have deep knowledge of the contact center software, supporting management in executing their business decisions with a high amount of precision and consistency. Some or all of below responsibility areas will be included in the BST-PCM function. Additional responsibilities may be added as the needs of the business change and expand.

• Represents Region on any related forums and enhancement prioritization.
• Establishes audit (KPI, usage etc.) and quality review procedures of relevant process and/or solution.
• Participates as Expert in transition activities.
• Depending on workload, skills and priorities may act as Project Manager.
• Supports Managers, Directors and/or Executive on KPI analysis and corrective action proposals (e.g. KPI analysis, Resource Planning changes etc.).
• Owns improvement roadmap for owned/support process including solution roll-outs and improvements.
• Creates and owns relevant process and policy documentation for owned/supported process.
• Creates and owns training approach for owned/supported process.

• Candidate must possess at least a Bachelor's/College Degree in any field.
• At least 5-years of working experience in the related field is required for this position.
• Preferably Assistant Manager or Managers specializing in Training & Development or equivalent.