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Business Process Excellence, Process Improvement Specialist Bilingual - Pradera GT

Basic Information

Ref Number

Req_00121245

Primary Location

Torre Pradera

Additional Locations

Pradera East, Pradera West

Country

Guatemala

Job Type

Support Positions

Work Style

Hybrid

Description and Requirements

***Applicants should be available and willing to work on-site and/or from home depending on business needs.***


Business Process Excellence, Process Improvement Specialist Bilingual - Pradera GT

Business Process Excellence Project Manager supports all of TELUS International teams by driving projects and process changes to improve quality, efficiency, and customer satisfaction while reducing costs. The successful candidate will be responsible for end-to-end project delivery and leadership as well as training and mentoring in Process Excellence methodologies.

Main Responsibilities: 

Lead all aspects of project lifecycle over all phases (define, measure, analyze, improve and control); understand call center strategy, goals and objectives from key performance indicators to operational metrics; communicates project details effectively to stakeholders and project teams; develops “best-in-class” project management practices for team and coach/mentor team members, internal and external to the team; ensures deliverables conform to global quality standards and customer requirements; ensures effective control of projects: address conflicting priorities, issues, risks, and change; manages project governance and present status/requirements at steering committees.

Requirements:

  • Schedule flexibility

  • Able to work on-site 

Qualifications: 

  • Communication and presentation skills

  • Effective listening and interpretation skills

  • Teamwork

  • Analytical skills

  • Organizational and planning skills

  • Decision Making / Problem Solving

  • Can operate with minimal supervision

  • Results-oriented

Knowledge:

  • English -  B2 - Required

    • Oral and written comprehension.

    • Appropriate use of language.

  • Google Suite (Sheets, Slides, Data Studio) - Advanced

  • Visio/Lucid charts - Advanced

  • Minitab Statistical Software - Medium

  • Understanding of project management methodologies, principles, and practices -  Advanced

  • Yellow Belt in Lean Six Sigma - Advanced

Studies & Experience:

  • Lean Six Sigma experience at a Yellow Belt or Green Belt level - Desirable

  • Process mapping experience in Visio/Lucidcharts - Desirable

  • University Degree in Business, Engineering, or similar - Required

  • PMP certified - It’s a plus

  • At least 1 year to be in BPO/contact center industry - Desirable

  • Experience supporting leadership members in an operational or project role - It’s a plus

  • Business process change management experience

  • Proven ability to teach, coach, and mentor others

 

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Additional Job Description

Business Process Excellence supports all of TELUS International teams by driving projects and process changes to improve quality, efficiency, and customer satisfaction while reducing costs. The successful candidate will be responsible for end-to-end project delivery and leadership as well as training and mentoring in Process Excellence methodologies.

Language Reference
English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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