Associate Program Manager

Job content

Experience : 8 to 12 years of relevant work experience, preferably in Customer Service /

CX domain, prior experience working in process/ business excellence role in

a BPO would be an added advantage. Minimum 4 5 years of core process/

business excellence experience is a MUST!

Qualification : Graduate in any stream, however engineering from a reputed institute will

be an added advantage, MBA is not compulsory but would be an added

advantage and preferred

Certifications : Lean Six Sigma Green belt certification is a MUST! Black belt will be an

added advantage

Process Excellence : Must have successfully completed multiple process/ business excellence

projects around cost savings, CSAT / CX / NPS improvement and other

business metrics.

Technology Savvy : He/ She should be an extremely technological savvy person and must have

the pulse and understanding of the new age and futuristic technologies

other companies are working / deploying to improve customer experience,

CSAT and NPS. He should be able to run multiple pilot programs using new

age technology tools which will help AgroStar create a competitive

advantage.

Job Description:

• Drive process improvement & transformational projects on key business problems using the

DMAIC framework

• Drive the Six Sigma culture and initiative across the CX function with commitment, passion

and persistence

• Generate business impact through Continual Improvement initiatives

• You will need to have an innovative mind-set to identify improvement opportunities to

optimize processes, decrease costs and increase client value

• You would require transformation mind-set and eye for identifying automation/process

improvement opportunities.

• Harness a combination of smart processes, analytics and technology to design and deliver

on business outcomes

• Monitor dashboards and issues for early warning signals and trends

• Exceptional analytical skills, attention to detail and communication skills

• DNA development through training & mentoring functional members to foster Process

Excellence Culture

• Experience in documenting Business Process flows, Creating/Updating Standard Operation

Procedures, and documenting business

• Demonstrated ability to develop professional relationships and interact with all levels of

internal and external stakeholders.

• Strong analytical and project management skills with the ability to manage multiple tasks

simultaneously, resolve problems and present appropriate business solutions and

recommendations.

• Strong experience in using Microsoft Tools - Advanced Excel, Visio, PowerPoint & Access

• In this role you are required to identify and assess complex problems for area of

responsibility

• You will need to create solutions in situations which requires an in-depth analysis/evaluation

of variable factors

• Managing project deliverables in line with the project plan

• Recording and managing project issues and escalating where necessary

• Strong Project Management Skills

• Excellent written and verbal communication skills

• Ability to identify and implement process re-engineering projects

• Managing project scope and change control and escalating issues where necessary

• Proactively manage foreseen project risk, mitigating as necessary

• Strong understanding of the call center industry and operations.

• Ability to work in dynamic, fast-paced environment.

• Understanding and ability to use statistical process analysis.