url to apply-

from 9 to 14 year(s) of Experience


Not Disclosed by Recruiter

Job Description



  • 2 yrs of contact center management experience /BPO Industry
  • 1 yrs demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.
  • Black Belt Certification mandatory
  • 3 yrs of exp into Black projects



  • Strong understanding of the call center industry and operations.
  • Ability to work in dynamic, fast-paced environment.
  • Understanding and ability to use statistical process analysis.
  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
  • Understanding and ability to use math principles, charts and graphs.


Roles and Responsibilities

  • Represents and encourages a continuous improvement culture within the site.
  • Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.
  • Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework.
  • Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.
  • Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).
  • Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.
  • Recommends solutions and controls, and implementing approved recommendations.
  • Ensures accurate quality measurements and tools are implemented within campaigns


Desired Candidate Profile

  • Meets all project goals (Quality, Delivery and Cost)
  • Identifies, tracks, and manages project tasks, and resolves project issues.
  • Proactively disseminates project information/reporting to all stakeholders.
  • Identifies, manages, and mitigates project risk.
  • Ensures that the overall project solution is of acceptable quality.
  • Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
  • Defines and collects metrics to give a sense for how the project is progressing and whether the deliverable produced are acceptable.
  • Manages the overall work plan to ensure work is assigned and completed on time and within budget.

Salary: Not Disclosed by Recruiter

Industry:BPO Call Centre ITES

Functional Area:Analytics & Business Intelligence

Role Category:Analytics & BI

Role:Analytics Manager

Employment Type:Full Time, Permanent

Must have Key Skills

Process ExcellenceCertified Black Belt

Other Key Skills

BPOContinuous ImprovementProject ImplementationProcess ImprovementBusiness ExcellenceBusiness Process ImprovementCall CenterLean Six Sigma