Process Improvement Program Manager II

Sitel (Mumbai, MH, India) 1 day ago

Summary of Primary Job Responsibilities

PIPM – Manager 2 – Mumbai- Certified Six Sigma Black belt part of business excellence, process excellence, continuous improvement team with minimum of 4 -5 years of hands on experience as a Black Belt.

A total of 9+ years of experience

  • -Represents and encourages a continuous improvement culture within the site.
  • -Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.
  • -Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework.
  • -Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.
  • -Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).
  • -Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.
  • -Recommends solutions and controls, and implementing approved recommendations.
  • -Ensures accurate quality measurements and tools are implemented within campaigns.

Principle duties include:

  • Meets all project goals (Quality, Delivery and Cost)
  • Identifies, tracks, and manages project tasks, and resolves project issues.
  • Proactively disseminates project information/reporting to all stakeholders.
  • Identifies, manages, and mitigates project risk.
  • Ensures that the overall project solution is of acceptable quality.
  • Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
  • Defines and collects metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.
  • Manages the overall work plan to ensure work is assigned and completed on time and within budget.

Experience Target (in this job or a related function/field): Two years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.


  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
  • Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.
  • Excellent technical (MS Project, Word, and Excel) and math/statistical skills.


  • -Strong understanding of the call center industry and operations.
  • -Ability to work in adynamic, fast-paced environment.
  • -Understanding and ability to use statistical process analysis.
  • -Demonstrated ability to develop professional relationships and interact with all levels of    internal and external clients.
  • -Understanding and ability to use math principles, charts and graphs.

BPO/ITES Experience preferred

Process Improvement Program Manager II

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