Contact Centre Operations Excellence Lead (HR & Finance)

Job Description

We're looking for a hands‑on Contact Center operations specialist who combines deep Contact Centre expertise with Lean Six Sigma rigor. 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

• 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
• 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 ...