Workforce Manager

Key Responsibilities:

• Led the setup and execution of the Quality Management System (QMS) for the account, ensuring alignment with organizational standards and client requirements.
• Championed Operational Excellence methodologies including Lean, Six Sigma, 5S, Root Cause Analysis (RCA), and Kaizen to drive process optimization.
• Identified performance gaps and implemented targeted process improvements to enhance key metrics such as AHT (Average Handle Time), FTR (First Time Resolution), and utilization.
• Designed and deployed performance dashboards and KPIs to monitor trends, improve visibility, and ensure long-term sustainability of results.
• Delivered high-impact improvement projects that generated measurable value and strong return on investment (ROI).
• Ensured strict compliance with internal policies, industry standards, and external regulatory requirements.
• Trained and coached teams on quality tools and methodologies, ...