Title:  Call Center - Operational Excellence Head

Job Purpose

Oversees call center operations, ensuring efficiency, effectiveness, and alignment with business objectives. This includes implementing strategies, optimizing processes, and fostering a data-driven culture to achieve operational excellence and customer satisfaction.

Accountabilities

Efficiency and Effectiveness of Call Center Operations:

1. Develops and implements strategies to improve the efficiency and effectiveness of call center operations using MIS and analytics to ensure optimal performance and customer satisfaction.
2. Performs data mining to extract raw data and converts it into actionable insights for sales and marketing to ensure data-driven decision-making.
3. Collects, analyses, and reports on key performance indicators (KPIs) to measure call center performance to ensure continuous monitoring and improvement.
4. Conducts capacity planning and resource evaluation to ensure optimal utilization.
5. Performs regular backups and maintains security standards to ensure data integrity and security.
6. Designs and implements MIS systems and tools to support call center operations to ensure effective management and reporting.
7. Develops and implements reporting and analytics dashboards to ensure comprehensive and accessible data insights.
8. Fosters a data-driven culture within the call center to ensure informed decision-making and continuous improvement.

Process Improvement:

1. Identifies opportunities for process improvement and develops and implements process optimization initiatives to ensure operational efficiency.
2. Researches and evaluates new technologies and integrates them into existing systems if necessary to ensure technological advancement and efficiency.
3. Develops and implements process improvement strategies using methodologies such as Lean, Six Sigma, and Kaizen to ensure systematic and effective process enhancements.
4. Collaborates with various departments to understand their workflows and gathers data to ensure comprehensive process analysis and improvement.
5. Presents findings and recommendations to senior management and stakeholders to ensure informed decision-making and strategic alignment.
6. Monitors the success of implemented strategies and makes necessary adjustments to ensure continuous improvement and effectiveness.
7. Documents process changes and updates, ensuring that all relevant parties are informed to ensure clear communication and implementation.
8. Manages cross-functional project teams to achieve process improvement objectives to ensure collaborative and successful project outcomes.
9. Handles potential project risks and develops mitigation plans to ensure project success and risk management.

Collaboration and Business Alignment:

10. Attends and facilitates business reviews to assess performance and makes informed decisions for continuous improvement to ensure strategic alignment and progress.
11. Collaborates with other departments to ensure alignment with overall business objectives to ensure cohesive and unified operations.

Knowledge, skills and abilities (KSA's)

• Strong analytical and problem-solving skills.
• Proficiency in data analysis and reporting tools.
• Knowledge of call center metrics and performance indicators.
• Experience in designing and implementing MIS systems.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Excellent organizational skills and attention to detail.
• Bachelor's degree in business administration, management, or a related field.
• Minimum of 5 years of experience in a related role.
• Ability to communicate complex information to team members and stakeholders

Preferred Qualifications:

• Six Sigma Certification.
• Certification in business analytics or data science.
• Experience in the healthcare industry.