Job Description

Roles and responsibilities:
Stay up to date with all metric-level attainment, process updates, and changes in the
assigned business.
Using data and investigations to draw insights and provide recommendations on metrics
including but not limited to AHT, FTNR, Quality, CSAT, Escalations, and ITO
Identifying opportunities for process improvement and undertaking lean, defect
prevention, or process excellence projects that facilitate quick wins as well as short to
long-term benefits for the org
Work closely with operations, quality, and training teams to gain insights into business
management practices and value from each process. Providing recommendations to
Add/Remove/Modify processes to boost the efficiency and effectiveness of each effort.
Start, run, and maintain various Knowledge Management initiatives of the team including
but not limited to - Development, Modification, Archiving of SOPs, maintaining
knowledge base, and creating/modifying workflows
Partnering with the training team to facilitate new hire orientation sessions on OPEx
Run focus group sessions with the team to continuously identify best practices
Metrics for performance measurement
Completion of projects and associated tasks within timelines
Process Insights and defects identified and solutions recommended
Training initiatives facilitated
Creation/updation of assigned SOPs within timelines
Participation in continuous improvement culture-building initiatives
Compliance in attendance, knowledge tests, and other governance metrics

Ciel HR