Process Excellence Specialist

Overview

As a Process Excellence at Teleperformance, you will play a pivotal role in driving operational excellence across our South Africa business and have the opportunity to engage with our global organization. This position involves leading and supporting clients and internal teams to enhance and optimize business processes using Lean Six Sigma methodologies. You will also explore and implement innovative technologies to drive significant change for Teleperformance and our clients.

As a strategic thinker, you will design best practice service solutions, encompassing operating models, processes, human performance, and technology. You will articulate the value of these solutions to internal stakeholders and clients, ensuring alignment with business goals.

Qualifications

Qualifications & Experience

• Certification: Lean Six Sigma Green Belt Certified (Essential). Black Belt Training is advantageous.
• Experience: Minimum of 3 years in an LSS role or continuous improvement function.
• Technological Awareness: Familiarity with innovative technologies that drive transformation for clients.
• Project Management: Proven project management experience with the ability to manage multiple projects simultaneously.

Responsibilities

Key Responsibilities

• Contact Centre Operations: Leverage your experience in contact center operations to identify areas for improvement and optimization.
• Presentation Skills: Confidently present findings and recommendations to senior audiences, utilizing MS PowerPoint for impactful delivery.
• Communication: Exhibit excellent interpersonal and communication skills, both written and verbal, to engage stakeholders effectively.
• Analytical Skills: Employ strong diagnostic and analytical skills to solve complex problems and develop pragmatic solutions.
• Business Case Development: Quantify, analyze, and develop business cases to support transformational change initiatives.
• Data Proficiency: Utilize Excel and statistical packages (e.g., Power BI, Minitab) for data gathering, root cause analysis, and performance trending.
• Process Improvement: Identify and implement appropriate process changes to enhance operational efficiency.
• Strategic Awareness: Demonstrate a solid understanding of business strategy and fact-based problem-solving capabilities.
• Project Management: Exhibit strong project management skills, working collaboratively to deliver projects under tight deadlines.
• Initiative: Work independently and take initiative to drive projects forward.
• Leadership: Provide line management support to team members as required.

Specific Responsibilities

• Collaborate with the organization’s LSS Black Belt and the wider Operations team.
• Apply Lean Six Sigma methodology to both internal and client-facing projects.
• Engage with stakeholders and subject matter experts (SMEs) to understand current processes and challenges.
• Quantify and prioritize improvement opportunities to maximize impact.
• Create detailed workflows of existing business processes for analysis.
• Identify and evaluate technologies that support critical analysis of operations.
• Analyze data and develop metrics to measure the impact of process and system changes.
• Develop actionable business plans and track progress to ensure successful implementation of opportunities.
• Create and execute process improvement procedures to drive operational efficiencies.
• Prepare communication plans for various stakeholders and deliver presentations as needed.
• Flexibility to work UK and US hours as required to accommodate different time zones and project demands.