Overall responsible for process measurement & improvements.
Ensure process compliance frame work is established.
Develop and maintain service level agreement and KPI target.
Make sure that the process improvement agenda are linked and targetted to words reaching the overall process objectives.
Ability to interact even with international clients.
Proven track record in BPO Sector (Domestic/International) Call Centre.
Should have good contacts of BPO Industry.
Ability to generate new clients to hand over the process
B2B Market Experience.
Own process improvement plans including tracking of progress & benefits.
Manage improvement and transformation projects.
Design and implement process control and end to end performing measurement with the Clients.
Ensure Operational definitions are in place for service management to deliver measurements.
Overall responsible for tracking of benefit realisation for each project according to plan.
Customer Engagement and Business Partner satisfaction within acceptable level.
- Process efficiency through standardised and simple activities.