Job Description
Job Description
We're looking for a hands-on Contact Center operations specialist who combines deep Contact Centre expertise with Lean Six Sigma rigour. You will own the OpEx agenda for HR and Finance Contact Center towers globally - improving case resolution, driving automation, and building a culture of continuous improvement across a complex GBS environment.
Responsibilities:
Contact Center Operations
- Own end-to-end CC service delivery across HR & Finance (Tier 0–3)
- Drive SLA performance: FCR, AHT, backlog, deflection, CSAT
- Optimize case resolution speed, quality, and employee experience
- Lead demand management and self-service/deflection strategies
- Govern knowledge management and service catalog quality
Continuous Improvement
- Embed Lean Six Sigma across CC processes — eliminate waste, reduce rework and failure demand
- Lead annual pro...