Leads data-driven operational excellence initiatives within POD by leveraging call center performance metrics, automation tools, and Lean methodologies to enhance service delivery and customer experience
Job Summary
Leads data-driven operational excellence initiatives within POD by leveraging call center performance metrics, automation tools, and Lean methodologies to enhance service delivery and customer experience.
This role provides exposure to advanced analytics (Power BI), process automation (PowerApps/Power Automate), stakeholder leadership, and Lean continuous improvement methodologies.
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Matching Summary
Leads data-driven operational excellence initiatives within POD by leveraging call center performance metrics, automation tools, and Lean methodologies to enhance service delivery and customer experience.
Skills & Requirements
Must-have
call center performance metrics
Power BI dashboards
PowerApps and Power Automate
Lean methodology
data-driven decision making
stakeholder leadership
Nice-to-have
continuous improvement mindset
ownership mindset
problem-solving skills
collaboration with Quality team
Key Requirements
3+ years of experience in call center operations
Bachelor’s degree in Business, Analytics, Operations, Engineering, or related field (or equivalent experience)