Job Description
Industry: BPO
Location: India, Remote
Our client is a leading BPO organization specializing in back-office operations. They are seeking a results-driven Six Sigma Black Belt / Data Analyst Manager to lead process improvement initiatives, drive operational excellence, and support data-driven decision-making across their BPO back-office operations.
Main Responsibilities:
- Lead and drive continuous improvement projects across BPO back-office operations using Six Sigma and Lean methodologies.
- Analyze business processes, identify inefficiencies, and recommend data-driven solutions to optimize performance.
- Conduct root cause analysis (RCA) for operational issues and implement corrective and preventive actions.
- Define, measure, and monitor KPIs to ensure operational excellence.
- Partner with cross-functional teams to identify opportunities for automation and process standardization.
- Facilitate workshops, training, and mentoring to foster a Six Sigma culture across teams.
- Prepare reports, dashboards, and presentations for senior management on project progress and outcomes.
- Ensure compliance with quality, risk, and governance frameworks within BPO operations.
Main Requirements:
- 8-12 years of relevant experience in BPO operations, process improvement, or data analytics
- Experience in handling global stakeholders and managing cross-border projects.
- Exposure to automation tools and AI/ML applications in process improvement.
- Proven track record of delivering measurable cost savings, efficiency gains, and customer satisfaction improvements
Qualifications & Skills
- Certified Six Sigma Black Belt (mandatory).
Proven experience in data analysis, process re-engineering, and operational excellence within BPO back-office environments.- Strong analytical and problem-solving skills, with expertise in statistical analysis.
- Advanced proficiency in Excel, PowerPoint, and data visualization tools
- Excellent communication and stakeholder management skills.
- Ability to influence and drive change across diverse teams and functions.Strong knowledge of BPO industry metrics (AHT, SLA, FTR, Quality scores, etc.).
