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Transformation Lead - Manila & Pampanga

Gratitude Philippines
Manila, Philippines
180 to 200K
July 23, 2021

Posted By Premium Recruiter


Job responsibilities

• Ability to conduct analytics POC’s (proof of concept) for the telco industry

• Able to analyze structure around unstructured data (voice calls, email, chat, social media, etc)

• Deliver quantifiable, actionable insights to clients using text, speech or data analytics

• Perform analytical activities that enhance customer experience, improve NPS and drive operational efficiencies

• Identify opportunities for project management, business process engineering and business analytics

• Explore industry practices in data analysis and apply in operational use

• Gather project requirement and perform GAP analysis

• Build a culture of thought leadership and critical thinking across the BE and Operations

• Manage Business transformation and Process Re-engineering activities

• Facilitate change management, perform evaluation and facilitating diverse learning

• Conduct workshops for leadership to identify innovation opportunities and high impact projects

• Coordinate with senior management to drive change and improvement

Mission/ Core purpose of the Job:

Job Mission - Overall accountable for improvement and transformation of the process. Works with the operations team to identify opportunities to enable other functions to achieve strategic goals through business excellence.

Basic Qualification - • Bachelor’s degree in any field

• Trained or Certified analytics practitioner

• Six Sigma Black Belt trained and certified

• 7-8 years’ relevant experience in a customer service call center environment.

• Proficient in MS Office

• Managing team to deliver to targets

• Strong leadership and people management skills

• Excellent telephone manner/interpersonal skills

• A customer focused, enthusiastic, and flexible approach

• Ability to work in a targeted environment