Overview

Location: Eastpoint Business Park, Dublin

Contract: Full Time & Permanent

Process Improvement Specialist

This role is a key position within a newly created team responsible for the delivery of process

innovation and continuous improvement initiatives across multi-jurisdictions. It will play an important role in helping to foster a culture of sustainable change through the creation and embedding of Teleperformance methodology and the supporting framework to deliver business transformation.

Responsibilities:

Identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking

Work with key business stakeholders to build a continuous improvement environment to support an ongoing programme of change

Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working

Identify trends and process variations as part of establishing a continuous improvement monitoring system

Assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy

Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls

Elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis

Work with other team members and business services departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements

Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance

Ensure the business impact and project objectives/dependencies are identified, always reported on and managed

Set up a program, deliver coaching and run projects
Complete post implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects

Requirements:

Minimum of 3 years of experience in the same field or capacity
Client-Focused Solutions Experience, Project Management Skills, Ability to Communicate Client Needs with staff
Excellent understanding of continuous improvement concepts including Six Sigma
Able to influence management and ability to manage multiple projects
Excellent written and oral communication skills
Preferably with either one of the following certifications – COPC, PMP or Lean 6Sigma
Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint
Experience of the whole project life cycle, able to operate in the initial conceptual design stage, in the depths of system testing, and at each stage in between
Stakeholder management skills

Ideal Skills:

• Process Excellence • Collaboration • Communication • Emotional Intelligence • Open-Mindedness • Critical Thinking • Solution Orientation • Entrepreneurship • AI Proficiency • Data Literacy

So who are we?

While you may not have heard of us, it’s likely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies. We’re really proud to say we are the biggest in the world. Impressive, right?

We operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services industry...it’s what we call ourselves. Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, Teleperformance can really offer you a world of opportunities.

Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence.

So why wouldn’t you want to join us?

This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer.

[This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.]

Process Improvement Specialist

Job Description