Contact Centre Operations Excellence Lead (HR & Finance)

We're looking for a hands-on Contact Center operations specialist who combines deep Contact Centre expertise with Lean Six Sigma rigour. You will own the OpEx agenda for HR and Finance Contact Center towers globally - improving case resolution, driving automation, and building a culture of continuous improvement across a complex GBS environment.

Responsibilities:

Contact Center Operations

• Own end-to-end CC service delivery across HR & Finance (Tier 0–3)
• Drive SLA performance: FCR, AHT, backlog, deflection, CSAT
• Optimize case resolution speed, quality, and employee experience
• Lead demand management and self-service/deflection strategies
• Govern knowledge management and service catalog quality

Continuous Improvement

• Embed Lean Six Sigma across CC processes — eliminate waste, reduce rework and failure demand
• Lead annual pro...