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Description and Requirements
Business Process Excellence, Process Improvement Specialist Bilingual - TELUS International El Salvador
***Applicants should be available and willing to work on site and/or from home depending on business needs.***
About the role
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 or improving revenues. This project manager will be responsible for end-to-end project delivery and leadership as well as training and mentoring using the Lean Six Sigma methodology.
Responsibilities:
- Facilitates Lean Six Sigma training to staff members and leaders as well as mentoring throughout the project lifecycle over all phases (define, measure, analyze, improve and control).
- Understands call center strategy, goals and objectives from key performance indicators to operational metrics.
- Proactively communicates new project opportunities and ongoing project updates to internal and external stakeholders.
- 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
Skills & Requirements:
Meeting or exceeding all metrics in your current role for the last 3 months
Minimum of 95% Attendance
Minimum of 1 year as TELUS International employee
Minimum of 6 months in current position and current account
No active disciplinary processes
Schedule flexibility
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:
Google Suite (Sheets, Slides, Data Studio) - Advanced
Visio/Lucid charts - Advanced
Minitab Statistical Software - Medium
English - B2:
• Oral and written comprehension.
• Appropriate use of language.
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, required
Process mapping experience in Visio/Lucidcharts, required
University Degree in Business, Engineering or similar, required
Project management experience is a plus, desirable
At least 1 year to be in BPO/contact center industry, desirable
Experience supporting leadership members in an operational or project role is 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
About the role
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 or improving revenues. This project manager will be responsible for end-to-end project delivery and leadership as well as training and mentoring using the Lean Six Sigma methodology.
EEO Statement