Process Re-Engineering Specialist Job in Dublin , Ireland

Process Re-Engineering Specialist Job Description

This is a dynamic and challenging position, being responsible for identifying, leading and managing major process improvement projects across the business.

Eircom are looking for a career-motivated process improvement expert who has a passion for continuous improvement initiatives and customer experience processes. You will contribute to the strategic direction and operational effectiveness of the team whilst building a continuous improvement programme, supporting business strategy. To be considered for this position, the successful candidate will possess the following:

• Accredited Six Sigma Black Belt
• Excellent experience in leading Continuous Improvement initiatives
• Good focus on Customer Experience
• Strong Project Management skills
• Excellent skills in Stakeholder management
• Exposure within the Telecom Services desirable

• Works with the Business Process re-Engineering team in defining, designing and implementing continuous improvement programs.
• Responsible for the definition of improvement projects, managing the selection process for projects, and assessing the effectiveness of the improvement program.
• Works with site management team and other levels of line management regarding performance metrics to measure program success.
• Collaborates with Business Process re-Engineering resources to share and apply best practices. 
• Lead and execute major process improvement and cost savings projects, to deliver financial results within specified time frames
• Analyze current operations to identify new project opportunities and financial benefits. Determine key drivers to meet site/ department business objectives
• Mentor Green and Blue Belts on continuous improvement projects
• Manage overall Lean Six Sigma capability building strategy for the site, assist with Blue Belt and Green Belt training classes.
• Develop and implement appropriate metrics, dashboards and  systems to sustain gains and promote continuous process improvements culture
• Aligning projects and initiatives with key strategic objectives of the organisation and establishing interface with process owners / business units to ensure initiatives are aligned with overall business strategy
• Co-ordinating implementation of process improvements across the operation, identifying and/or internally recruiting and managing short term resources to complete planned work and deliverables
• Driving process leadership and continuous improvement culture across the Contact Centre organisation
• Ensuring appropriate communications, briefings and trainings of change initiatives are delivered to relevant audiences at suitable timings
• Participating in Contact Centre organization task forces, programs, cross-functional teams, as required
• Supporting regularly scheduled meetings to review service performance; specifically, reviewing Contact Centre activity, analysing scorecard data, identifying process improvements, providing input to target setting and root cause analysis (as needed)
• Track record of championing major change
• Proven demonstration of Lean Six Sigma tool application
• Six Sigma Black Belt Certified
• 3 + Years Black Belt/DMAIC experience
• Previous Lean Six Sigma teaching experience
• Demonstrated high performance history, proven ability to execute and get results
• Excellent leadership, facilitation, and communication skills
• Ability to influence with indirect or no authority
• High level of energy and enthusiasm and ability to energize others
• Ability to work with employees at all levels of the organization. Experience with planning and executing change
• Ability to teach and coach
• Self starter with excellent organization skills
• Strong quantitative and analytical skills, with PC proficiency in Minitab, Visio and M.S. Office/ Project
• Excellent verbal and written communication skills, including presentation skills
• Strong Project Management experience

Process Re-Engineering Specialist Job Requirements

• Experience in driving strategic business process re-engineering in a large-scale customer contact environment
• Minimum of 5 years project management experience
• Track record of successful management and delivery of organisational change projects
• Strong stakeholder management, negotiating and influencing skills i.e. working with operations and wider business counterparts, to ensure expectations are understood and managed and outcomes are aligned
• Adept in the use of project management tools and proven track record of on-time, within budget delivery of projects
• Proven experience in motivating and managing high-performing teams
• Strong business process re-engineering experience coupled with Lean Six Sigma qualification or equivalent
• Experience in co-ordinating a multi-step process to identify, prioritise, analyse and implement process improvements opportunities
• Min of 5 years of Contact Centre/telecom experience, including functional knowledge of Contact Centre metrics
• Extensive knowledge of contact centre related processes and best practices
• Strong problem solving and analytical skills including ability to identify issues and inefficiencies within the contact centre operations processes

Process Re-Engineering Specialist Application Information

Please apply with your full Qreer.com profile, CV and Motivation by the 'apply' button.

Process Re-Engineering Specialist Summary

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