Operations Excellence SR Supervisor

Main Responsibilities
* Implement new processes, drive strategic initiatives, and budget resources.
* Monitoring all operations metrics with solid reporting "Actionable insights.
* Continuous improvements for implemented processes.
* Develop and maintain effective work streams by working with the different internal departments.
* Conducting needed audits and performance reviews.
* Check the Operational Business Continuity plan.
* Reviewing Quality, Training & operations performance standards.
* Ensure that the team implements company values, and objectives and follows all policies, regulations and procedures according to COPC standards.
* Supporting all functions of the business to work together.
* Stay up to date on new trends & operations performance best practices.
* Analyzing data to identify areas of improvement in the organization, such as customer satisfaction, employee retention rates, or operational costs.
* Find new revenue opportunities within the existing client base.
* Reviewing tasks, responsibilities, objectives and KPIs for the team members that will help to fulfill the departmental objectives as well as the corporate objectives.
* Conduct Training sessions, mentoring, and guiding team members in new processes according to COPC standards.
* Assess each issue/situation using COPC standards to support a decision.
* Analyze & gather data & requirements and assess process change using interviews, document analysis, workshops, surveys, and workflow analysis.
* Implement COPC principles and processes across the company.
* Monitoring operations performance and processes..
* Cooperate with the internal department to enhance productivity, and staff satisfaction & identify opportunities for cost reduction.
* Provide feedback and recommendations to the management.
* Cooperate with stakeholders to set an action plan for each account according to RACI model and follow up to ensure the progress within the deadline.
* Conduct an Audit to ensure compliance with operations process & procedures.
* Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
* Understand business needs and objectives.
* Analyze data to identify the problem and all relevant issues
* Performs miscellaneous job-related duties as assigned.
Competencies and Professional Background
* Bachelor's degree.
* Level of English: Excellent Level.
* Experience in ‎5 years minimum
* Excellent verbal & written communication
* Good business acumen
* six sigma green belt is a MUST.
* Certified COPC.
* Strong analytical skills.
* Identify and solve varied business problems
* Advanced knowledge of call center industry (systems, processes, techniques)
* Proficient in Microsoft office.
* Strong coaching and leadership skills,
* Self-motivated, disciplined and organized.
* Able to work under limited supervision and meet the deadlines.
* Ability to meet targets and deadlines while maintaining a professional standard.
* Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations.
* Drive towards continuous development and improvements.
* Strong prioritization &influencing skills.
* Strong change management skills.
* Strong presentation skills.