Deskripsi Pekerjaan
Are you a process optimization expert with a passion for driving operational excellence? AECOM is seeking a highly analytical and hands-on Contact Centre Operations Excellence Lead to join our HR & Finance support division. In this pivotal role, you will bridge the gap between high-level strategic goals and frontline execution, leveraging your deep expertise in contact center operations and Lean Six Sigma methodologies.
As the Operations Excellence Lead, you will be responsible for identifying inefficiencies, designing robust process improvements, and fostering a culture of continuous improvement within our contact center environment. You will work closely with cross-functional teams to ensure that our HR and Finance support services remain scalable, compliant, and highly efficient. If you are a change agent who thrives on data-driven decision-making and performance optimization, we want to hear from you.
Tanggung Jawab
- Identify, analyze, and optimize end-to-end contact center workflows for HR and Finance support functions.
- Apply Lean Six Sigma methodologies to eliminate process waste and improve resolution times.
- Collaborate with stakeholders to define and monitor KPIs, ensuring alignment with global operational standards.
- Develop and implement standard operating procedures (SOPs) to ensure consistency and quality service delivery.
- Lead root-cause analysis for operational bottlenecks and provide data-backed recommendations.
- Drive cross-departmental alignment to enhance agent productivity and employee experience.
- Prepare regular performance reports and business review presentations for senior leadership.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- 5+ years of experience in contact center operations, specifically within HR or Finance domains.
- Lean Six Sigma Green Belt or Black Belt certification is highly preferred.
- Proven track record of leading process improvement initiatives that resulted in measurable operational impact.
- Expertise in data analysis tools (Excel, Tableau, Power BI) and CRM software.
- Strong stakeholder management skills with the ability to influence at all levels of the organization.
- Excellent communication skills with the ability to articulate complex concepts clearly.