About the Company
Teleperformance is a global leader in digitally integrated business services, connecting the biggest and most respected brands with their customers. We are a team of passionate innovators committed to delivering outstanding customer experiences through advanced technology and human expertise. With a presence in over 80 countries, we offer a dynamic and multicultural work environment where talent thrives and careers flourish.
Job Description
We are seeking a highly analytical and process-driven Teleperformance Workflow Optimizer with a strong focus on Operations Management. In this hybrid role, you will be instrumental in analyzing, optimizing, and implementing efficient workflows across our operational departments to enhance productivity, reduce costs, and improve overall service delivery. You will work closely with operations managers and team leaders to identify bottlenecks, design solutions, and drive continuous improvement initiatives.
Key Responsibilities
- Conduct in-depth analysis of existing operational workflows, identifying inefficiencies and areas for improvement.
- Design, develop, and implement optimized workflow processes, leveraging technology and best practices.
- Collaborate with operations teams, IT, and other stakeholders to ensure seamless integration and adoption of new workflows.
- Develop and maintain documentation for all new and revised operational procedures.
- Monitor key performance indicators (KPIs) and operational metrics to assess the effectiveness of implemented changes.
- Provide training and support to staff on new workflows and systems.
- Lead continuous improvement projects using methodologies such as Lean, Six Sigma, or similar.
- Prepare and present reports on workflow performance and optimization results to senior management.
Required Skills
- Proven experience in workflow optimization, process improvement, or business analysis within an operations environment (3+ years).
- Strong analytical and problem-solving skills with a data-driven approach.
- Proficiency in process mapping tools and techniques.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Demonstrated ability to manage multiple projects and priorities effectively.
- Advanced knowledge of Microsoft Office Suite, especially Excel and PowerPoint.
- Understanding of contact center operations or BPO environment is a plus.
Preferred Qualifications
- Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
- Certification in Lean Six Sigma (Green Belt or Black Belt).
- Experience with Workforce Management (WFM) software and tools.
- Project Management certification (e.g., PMP, PRINCE2).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and holiday entitlement.
- Opportunities for professional development and career advancement within a global company.
- Hybrid work model offering flexibility.
- Access to employee assistance programs and discounts.
- A vibrant and supportive team environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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