Six Sigma Professional - Call Center Operations

Responsible for managing projects in the Call Center and Billing/Collection  arena including development of project scope, goals, work plans, timelines and implementation strategies. 

• Responsible for building and developing continuous improvement of business processes.  Assist to identify, prioritize, and implement improvement initiatives. 


• Work within the teams to continue and foster a best practices type environment


• Use Six Sigma toolset for effective problem solving.


• Plan and manage multiple related projects including, cost/benefit analysis of proposals, estimation of budgets, time lines, and resources required for successful and timely completion of projects.


• Project status reporting according to prescribed time-lines for a given project.


• Assisting in the development of measurement processes/methods for assessing progress towards goals and project outcomes.


• Monitor various operations performance metrics including, but not limited to, the areas of cost, productivity initiatives, performance programs, customer service, and compliance


• Finds/challenges current business metrics against other relevant businesses/processes


• Prepares business and financial evaluations for feasibility, financial improvement and strategic fit


• Review existing internal operational processes and tools for compliance and improvement 


• Work with other departments on improvement initiatives


• Performs detail data mining and analysis and translates results to mgmt with recommendations for improvement

QUALIFICATIONS

• Bachelor’s degree in Operations, Finance, Accounting, Billing, Call Centers or other related field


• Minimum 5-12 years’ work experience in an operational environment performing financial analysis, budget development and analysis, continuous improvement, metrics management and project management


• Six Sigma Certified. 


• Extensive experience in process improvement and project management in a Call Center and / or Billing and Collections environment is required.


• Advanced skills in Excel, Word, Access, and PowerPoint as well


• Recent experience in a deadline-driven, rapidly changing environment - highly useful


• Strong problem-solving and analytical skills preferred


• Strong ability to multi-task and prioritize; superb attention to detail


• Strong communication and presentation skills to develop and deliver executive summaries


• Familiarity with Oracle or similar database system and reporting software such as business objects is a plus.