Process Excellence Director

16 hours ago

Noida, Uttar Pradesh, India beBeeBusiness Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Process Excellence Director

In this critical leadership position, you will drive business transformation and process optimization to achieve exceptional results.

Key Responsibilities:
  • Develop compelling insights from data analysis for senior stakeholders.
  • Partner with the client success leader to identify and prioritize innovation opportunities across clients' operations.
  • Lead and mentor a team of 3–4 business analysts, setting priorities and ensuring quality and consistency of insights.
  • Drive continuous-improvement initiatives by developing strategic plans, estimating ROI, and executing changes with cross-functional teams.
  • Collaborate with operations, process excellence, and technology teams to implement recommendations and track outcomes.
Requirements:
  • 7–12 years of experience in analytics, consulting, or process-improvement roles within BPO/CRM environments.
  • Deep understanding of contact-center metrics (CSAT, FCR, AHT) and customer-journey mapping.
  • Proven track record of leading teams, influencing C-suite stakeholders, and delivering measurable business impact.
  • Strong analytical acumen for interpreting complex data patterns and conducting root-cause analysis.
  • Exceptional communication and presentation skills for executive-level interaction.
  • Proficiency in BI tools (Power BI, Tableau), Excel, SQL, and familiarity with analytics software or AI platforms.
  • Project management and leadership capabilities, including stakeholder influence and cross-team coordination.
  • Process-improvement expertise and intellectual curiosity to drive testing and actionable change.

We foster an inclusive workplace where every employee can contribute their unique perspective and talent. To thrive here, applicants must demonstrate behaviors that align with our core values:

  • Customer-centricity
  • Continuous improvement
  • Team collaboration

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