Sitel – Puerto Princesa City, Palawan – Summary of Role Overview Lead the implementation of operational practices intended to help Agents efficiently and effectively restore services for customers and end users (Incident Management) Partner with Operations and Program Management to monitor effect of improvement initiatives Partner with Operations and Program Management to develop vignettes and business cases Lead the implementation of operational practices intended to systematically detect and reduce waste and variation (Outlier Management) Publish & maintain account-specific reports to help determine opportunities for improvement that lead to a better customer experience, higher gross margins and/or lower cost for the client Participate and lead internal calibration sessions with Coaches and Managers Partner with Operations and Program Management to prioritize performance improvement activity Lead the implementation of practices intended to reduce impact of and/or eliminate reoccurring problems (Problem Managemen…
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