Operational Excellence Manager (12-Month Contract Extendable)
Travel: As required to operations sites and stakeholders
Role Purpose
The Operational Excellence Manager is responsible for improving efficiency, service quality, and cost performance across call center and contact center operations. The role focuses on process optimization, workforce productivity, automation, and data-driven decision-making to enhance customer experience and operational outcomes.
Key Responsibilities
Operational Efficiency & Workforce Optimization
- Improve workforce management processes including forecasting, staffing, and real-time performance monitoring.
- Implement Lean Six Sigmabased initiatives to increase agent productivity and reduce handling times.
- Conduct root cause analysis and develop structured improvement plans.
- Standardize operating procedures across all customer contact channels.
Customer Experience & Service Quality
- Monitor and improve KPIs such as AHT, FCR, CSAT, and NPS.
- Identify and resolve process bottlenecks impacting service delivery.
- Drive automation, self-service, and AI-enabled support initiatives.
- Implement continuous feedback and performance improvement mechanisms.
Cost Optimization & Performance Improvement
- Identify cost-reduction opportunities through efficiency analysis and process redesign.
- Reduce avoidable call volumes through digital and self-service solutions.
- Optimize call routing, IVR design, and resolution processes.
- Support revenue-enablement initiatives such as upsell and cross-sell process improvements.
Lean Six Sigma & Continuous Improvement
- Lead Lean transformation and continuous improvement programs.
- Facilitate Kaizen workshops and promote a culture of operational excellence.
- Benchmark against industry best practices and implement improvement roadmaps.
- Coach and develop capability in problem-solving and Lean methodologies.
Stakeholder Engagement
- Collaborate with commercial, finance, digital, analytics, and operations teams.
- Work with external vendors and service partners on performance and governance initiatives.
Qualifications & Experience
- Bachelor's degree in Business, Operations, Data, or related field (Master's preferred).
- Lean Six Sigma Green Belt or Black Belt certification (required).
- 610 years experience in call center / contact center operations with strong focus on process improvement and operational excellence.
- Experience with CRM and contact center platforms, analytics tools, automation, IVR, and AI-driven support environments.
- Strong analytical, problem-solving, and performance-reporting capability.
- Experience in omnichannel service environments and workforce productivity improvement.
Personal Attributes
- Hands-on, proactive, and results-driven.
- Strong communication and stakeholder-engagement skills.
- Comfortable working in fast-paced, cross-functional environments.
- Curious, collaborative, and committed to continuous improvement.
