Lss Operations Lead - Cape Town, South Africa - Teleperformance South Africa

Teleperformance South Africa

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

This role, will span our UK and South Africa business with the opportunity to work across TP globally.

As a Lean Six Sigma operations lead you will have the opportunity to lead and support clients and internal teams to improve and optimise their business, through a LSS methodology approach.

It is also important that you have an appetite for new and innovative technologies which can be used to drive significant change for Teleperformance and our clients.

As a strategic thinker, you will have the skills and confidence to design best practice service principles solutions - operating models, processes, human performance, technology - and be able to articulate the value of these to internal stakeholders and clients.

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Specific responsibilities include:_

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Essential_

Experience of contact centre operations
Confident and experienced presenter to senior audiences
Excellent interpersonal, communication (both written and verbal) experience of MS PowerPoint
Strong diagnostic, analytical and problemsolving skills
Experienced in quantification, analysis and development of business cases to deliver transformational change
Experienced in working with excel and a flair for exploring statistical packages such as Power BI and Minitab
Ability to perform data gathering, root cause analysis and performance trending in order to identify and develop appropriate process changes
Evidence of strategic awareness and acumen in business aptitude for factbased problem solving and developing pragmatic solutions
Solid project management skills with the ability to work as part of a team to deliver a project/solution under challenging timescales
Ability to work on own initiative
Line management experience
LSS Yellow Belt

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Preferred_

Lean Six Sigma yellow belt and/or experience working in a LSS role or continuous improvement function
An understanding of new and innovative technologies which can be used to drive significant transformation to our clients
Project management experience

Specific responsibilities include:

Working under the direction of TP's LSS Master Black Belt and the wider Operations team
Working with stakeholders and SMEs to understand the asis and define the challenge
Quantify and prioritise improvement opportunities.
Create workflows of current business processes
Identifying the appropriate technologies to support critical analysis of the current operation
Analyse data and develop useful metrics to measure impact of process and system changes
Developing business/action plans and tracking of actions to ensure opportunities turn in to realities
Develop process improvement procedures to improve operational efficiency
Prepare communication plans for multiple stakeholders and present these as required

Ability to commute/relocate: