Senior Project Lead - Assistant Manager for Process Improvement
TASQ Staffing Solutions
Posted 26 days ago
Location:
Taguig, National Capital Region
Contract Type:
Full Time
Experience Required:
5 to 10 years
Education Level:
Bachelor’s Degree
Job Description
4A BGC TAGUIG Senior Project Lead - Assistant Manager BPO OPERATIONS
5- BGC TAGUIG
Are you ready to make an impact? Join as a Senior Project Lead - Assistant Manager and jumpstart your career!
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually
Key requirements:
Minimum experience of 6 years with customer service in the BPO/BPM industry
Preferably with Telco and lling background.
Bachelor’s degree in any course
A minimum of 2 years in the role of an assistant manager—must be within process or continuous improvement and knowledge management.
Must be yellow belt certified and green belt trained within Six Sigma.
Willingness to work in rotational shifts
Amenable to working in shifting schedules.
Amenable to working ONSITE (TAGUIG).
Able to start ASAP
Job Responsibilities:
Process Improvement
Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process/engagement is improved.
Quality Planning
Prepares the service quality plan including the quality control, assurance and provement at h hiser p process level IN ORDER TO create a comprehensive quality program for the specific process.
Transition
Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his/her purview. Coordinates training for the team IN ORDER TO ensure right skilling.
Client Interfacing
Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction. Support in the resolution of escalations/complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA.
Process Assurance
Ensures that there is no billable loss, no credit/penalties from the client and zero revenue leakage.
Report generation
Creates comprehensive reports/innovative dashboards tailored to client needs to provide meaningful insights and suggest approaches to problem-solving and resolutions IN ORDER TO add value to the business.
Process Compliance
Monitors/ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps.
Knowledge Management
Ensures compliance with the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices, etc. in order to capture and maintain tacit knowledge, the CSAT Process Implements the improvement plan in order to enhance customer satisfaction.
Audits & Compliance
Implements SA/IA frameworks and ensures compliance with the risk framework/no process on high risk in order to ensure delivery predictability for the specific process.
5- BGC TAGUIG
Are you ready to make an impact? Join as a Senior Project Lead - Assistant Manager and jumpstart your career!
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually
Key requirements:
Minimum experience of 6 years with customer service in the BPO/BPM industry
Preferably with Telco and lling background.
Bachelor’s degree in any course
A minimum of 2 years in the role of an assistant manager—must be within process or continuous improvement and knowledge management.
Must be yellow belt certified and green belt trained within Six Sigma.
Willingness to work in rotational shifts
Amenable to working in shifting schedules.
Amenable to working ONSITE (TAGUIG).
Able to start ASAP
Job Responsibilities:
Process Improvement
Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process/engagement is improved.
Quality Planning
Prepares the service quality plan including the quality control, assurance and provement at h hiser p process level IN ORDER TO create a comprehensive quality program for the specific process.
Transition
Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his/her purview. Coordinates training for the team IN ORDER TO ensure right skilling.
Client Interfacing
Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction. Support in the resolution of escalations/complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA.
Process Assurance
Ensures that there is no billable loss, no credit/penalties from the client and zero revenue leakage.
Report generation
Creates comprehensive reports/innovative dashboards tailored to client needs to provide meaningful insights and suggest approaches to problem-solving and resolutions IN ORDER TO add value to the business.
Process Compliance
Monitors/ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps.
Knowledge Management
Ensures compliance with the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices, etc. in order to capture and maintain tacit knowledge, the CSAT Process Implements the improvement plan in order to enhance customer satisfaction.
Audits & Compliance
Implements SA/IA frameworks and ensures compliance with the risk framework/no process on high risk in order to ensure delivery predictability for the specific process.
Number of vacancies:
1
Company Description
We DO NOT charge an applicant.
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
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