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 process maturity assessments and improvement roadmaps
-
Coach and certify CI capability across GBS service teams
Automation & AI Enablement
-
Own the CC automation roadmap: virtual agents, case triage, knowledge AI, agent assist
-
Drive GenAI use cases across HR and Finance support operations
-
Partner with Digital, IT, and BA teams to deliver scalable AI solutions
-
Ensure digital initiatives deliver measurable outcomes (efficiency, quality, compliance)
Governance & Stakeholder Management
-
Serve as single point of contact for CC OpEx — aligning regions, GPOs, and leadership
-
Track and report improvement portfolio: Just-do-its, Lean projects, GB/BB initiatives