Process Excellence

1 day ago

Bengaluru, Karnataka, India Ciel HR Full time ₹ 8,00,000 - ₹ 12,00,000 per year
Process Excellence Analyst (OPEX- Customer Care/Call Center Vertical) About the Position: The Operational & Process Excellence team (OPEX) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more efficient, Customer-centric, Reliable, and Cost-effective. This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business. The team acts as one of the enablers to achieve the long-term vision of achieving "World Class Contact Center Services" for our customers 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 Desired skills: ● Minimum 2 years of experience in process improvement, continuous improvement, and project management field. ● Proficiency & sound knowledge in preparing MS Office presentations and Excel spreadsheets. ● Ability to look deeper, beyond the obvious, observe different methods, and link their results with the overall impact on customer experience or efficiency. ● Ability to dissect a service process into various components and investigate them individually. ● Communicate effectively, using different modes of communication and influencing individuals from a varied skill set and background ● A very strong customer-centric mindset, openness to new ideas and experiments ● Experience in a Customer Service environment with exposure to Voice/Email/Chat/SM mode of customer interaction.Knowledge of continuous improvement, Lean Six Sigma is an added advantage.

Ciel HR

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