Manager - Process and Performance Support

About the role

Process Excellence – Work on Process Improvement initiatives Performance Management – Manage the Quality promises by regular business reporting of KPI and doing data analysis to identify gaps and propose actionable insights Proactively identify cross-functional process inefficiencies and performance gaps in QSC IN and flag and align actions with RPX.

What you'll do

• Process Excellence – Work on Process Improvement initiatives
• Work closely with Super Users to Support process documentation in QSC IN and drive adoption
• Analyze data and make insightful recommendations to management. Data including but not limited to calls and case trends from Sales force, CES survey data from customers
• Process mining data analysis on platforms like Celonis to create business insights
• Work on Customer Service Capacity plan for all areas quarterly

What you need

• 8–10 yrs of experience
• Customer service
• Performance management
• SOP writing
• Sales
• PowerPoint
• Problem solving
• Any graduate

Good to have

• Six Sigma