About You

CARSOME is on the hunt for a dynamic Business Excellence, Senior Team Leader to embark on a journey of acquiring product expertise, steering innovative projects, and fine-tuning CS operations. This role involves crafting project magic, decoding performance mysteries, and collaborating with stakeholders in a symphony of efficiency. If you're ready to blend strategy with excitement, we want you!

Your Day-to-Day

• Acquire product knowledge for both CS Retail and Wholesale

• Participate and support new projects assigned to the CS team

• Identify areas for process optimization and improvement within the CS operations, aiming to enhance efficiency and quality of service delivery.

• Create and maintain comprehensive project documentation on expectations and goals for the team members to follow

• Develop spreadsheets, diagrams and process flows to document needs related to projects assigned

• Attend meetings/conferences and training as required to maintain proficiency

• Generate comprehensive reports on performance metrics and provide actionable recommendations for continuous improvement.

• Work closely with various stakeholders to streamline processes, resolve issues, and align goals.

• Preparing any follow-on action recommendations

• Provide frequent feedback on employee performance, address weaknesses or inefficiencies, and offer support to improve skill gaps

• Assist the Manager/HOD to create a thorough project plan to track and monitor progress in accordance with the discussed timetable.

• To perform any other ad-hoc tasks when required and undertake any other duties as may be prescribed by the management from time to time.

Your Know-How

• Proven experience (typically 3+ years) in contact center operations or business excellence roles.

• Strong analytical skills with the ability to interpret data and draw actionable insights.

• Excellent understanding of contact center technologies and best practices.

• Proficiency in process improvement methodologies

• Exceptional communication and collaboration skills.

• Ability to manage multiple projects and drive change within the organization.

• Bachelor's degree in Business Administration, Management, or a related field (sometimes preferred but not always required).