Process Improvement Lead

Category : Client Operations

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

• Conduct deep dive analysis of constraints that limit the organization's ability to respond to customer demands
• Work closely with the Customer Insight Lead and Customer Experience Manager in generating insights and recommendations that will positively impact the customer experience
• Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology
• Lead overarching process improvement initiatives including managing feedback loops on identified opportunities concerning people, systems, process and technology
• Helps drive innovation, continuous improvement and behaviour changes, all aimed at enhancing the customer experience
• Lead the execution of continuous improvement initiatives in the site
• Assist in ongoing programs of work to drive the behavioural changes that are vital to increasing advocacy within the centre
• Coach site leadership teams on how to apply & manage with CI tools and methods
• Ensuring management information and reporting regarding business improvement results and improvement project status
• Support team leads to drive and embed customer advocacy behaviours inputting for effective learning outcomes
• Proactively identify, analyze and improve existing business processes to meet goals and objectives
• Introduce process changes to improve the quality of a product or service, to better match customer and consumer needs
• Able to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment
• Ability to use Continuous Improvement methodologies to identify problems, find root causes though qualitative and quantitative analysis and formulate solutions to achieve the best results
• Proven ability to manage multiple cases/projects simultaneously;
• Excellent time management skills to meet required timeframes;
• Ability to multi-task and operate multiple work screens via screen based equipment and talking to the customer simultaneously;
• Ability to work within boundaries and process competently;
• Ability to follow structured processes and procedures within boundaries
• Ability to persuade/influence difficult clients
• Fully proficient in conversational English proven by the ability to read, write, speak and comprehend English
• Awareness of Contact Centre Operations in a fast paced, highly structured and monitored environment;
• Awareness of the telecommunications industry and basic knowledge of broadband products and internet technologies
• A good understanding of the business and its customer base

• At least 2 years experience working in a sales and service based role in a call centre or retail environment;
• Experience in a high volume and fast paced environment which is structured and monitored;
• Six Sigma certification an advantage with at least 2 years of working experience in Continuous/ Process Improvement, Change Management, Process Improvement, or Project Management
• Experience in analysing and reporting data
• Experience in a coaching, managing, mentoring role
• Degree holder from a reputable institution of higher learning preferred
• Proficient with various office productivity applications particularly Excel and PowerPoint