Contact Centre Operations Excellence Lead (hr & Finance)
AECOM Australia PTY LTD
Taguig City, Philippines
**
5+ years contact center operations experience
Lean six sigma green belt certification
Servicenow or equivalent case-based platforms
**
AECOM is seeking a Contact Centre Operations Excellence Lead to oversee HR and Finance Contact Center operations in Taguig City, Philippines. The ideal candidate will have extensive experience in Contact Center operations and Lean Six Sigma methodologies to drive improvements in service delivery and automation.
**
Job Summary
This role involves owning the end-to-end Contact Center service delivery across HR and Finance towers globally.
The successful candidate will embed Lean Six Sigma rigor to eliminate waste and drive continuous improvement.
AECOM offers comprehensive benefits including medical, dental, vision, life insurance, and flexible work options.
Matching Summary
Match Score: 75
**
AECOM is seeking a Contact Centre Operations Excellence Lead to oversee HR and Finance Contact Center operations in Taguig City, Philippines. The ideal candidate will have extensive experience in Contact Center operations and Lean Six Sigma methodologies to drive improvements in service delivery and automation.
**
Skills & Requirements
Must-have
5+ years Contact Center operations experience
Lean Six Sigma Green Belt certification
ServiceNow or equivalent case-based platforms
Drive SLA performance including FCR and AHT
Lead automation and AI implementation initiatives
Nice-to-have
Lean Six Sigma Black Belt preferred
Experience leading without authority globally
Strong data instinct for decision making
Fluent in English with multicultural team experience
Ability to manage complexity and ambiguity
Key Requirements
5+ years in Contact Center operations (GBS, BPO, or shared services)
Hands-on Lean Six Sigma Green Belt required
Proven track record of CC performance improvements
Led automation or AI implementation in a service delivery environment
In-person Day 1 onboarding at an AECOM office location required