Sr. Manager – Process Improvement

Sr. Manager – Process Improvement (Service Excellence)
Level: 5
Work Location: Clark, Pampanga
Work Setup: Hybrid (must be willing to report onsite)
Schedule: Flexible / shifting
Start Date: immediately
Salary Package:
Base Pay: PHP 180,000
Allowance: PHP 20,650
Sign-on Bonus: Applicable
Job Summary:
The Sr. Manager – Process Improvement (Service Excellence) is responsible for driving continuous improvement initiatives across BPO operations, with a strong focus on KPI enhancement such as CSAT, AHT, FCR, Productivity, and Quality. This role will lead Lean Six Sigma projects, partner with operations and leadership teams, and ensure sustainable process excellence across Telco and Media accounts
Key Responsibilities:
Lead end-to-end Process Improvement initiatives across BPO operations
Drive Lean Six Sigma Greenbelt projects focused on KPI improvement (CSAT, AHT, Quality, Productivity, etc.)
Identify performance gaps using data analytics and ro...