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).