Convergys is a global leader in customer management. As of March 3rd, 2014 Convergys completed the acquisition of Stream. Together Convergys and Stream create a world class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries.
In Poland the company has a Site in Szczecin, with around 270 employees.
Due to growing business in Poland we are opening a new site in Lublin.
Currently we are looking for:
Manager, Business Transformation
Lublin
Responsibilities:
- In the role as Business Transformation Manager you will identify, lead and drive several medium to large scale projects that will deliver decreased contact volume, increased revenue and world class customer experience for our clients customers.
- You will support the implementation and maintain a measurement system that will prove the benefits of the enhanced solutions and demonstrate the potential benefits that can be accomplished through larger scale deployments.
- You will effectively visualize, communicate, and translate benefits and results to Management and Client team members in appropriate business terms and metrics.
- You will establish yourself as an expert on the delivery of customer service solutions including self-service and in particular social media & chat solutions
- You will positively influence a culture in the insight and innovation team that drives agile innovation based on advanced analytics capabilities and detailed business insight, a culture that values the ability to learn from failed innovation ideas as well as from successes in other business units.
- You will capture the voice of business and voice of customer from leadership, business management, and clients to align process improvement and innovation efforts to the support of strategic plans and associated KPIs.
Requirements:
- Fluent German and English speaker
- Bachelor’s degree with emphasis in a technical (science or engineering) field or business required.
- Black Belt or Green Belt certification required.
- COPC, Lean, Design for Six Sigma (DMADV), COPC, TRIZ, ISO 9000, Business Process Management, and Malcolm Baldrige National Quality Award (MBNQA) experience desired.
- Certified PMP beneficial.
- Minimum three (3) years of diversified business experience with specific experiences in areas of reengineering, productivity and operations. Call center experience and/or experience in the Telecommunications sector strongly preferred.
- Minimum three (3) years of process improvement and training experience as a Black Belt and/or Green Belt.
- Critical and Fluid Thinking - the capacity to think logically and solve problems in novel situations, independent of acquired knowledge.
- Business Analysis - capable of converting data and basic business concepts in order to quantify process improvement, customer benefit, and competitive positioning.
- Effective decision-making, time management, project management and organizational skills required as evidenced by on-time, on-budget completion of project goals.
Position Description
- Change Management - demonstrates working knowledge of deployment and change management processes and exhibits leadership in establishing structured methodologies.
- Working knowledge of PC MS Windows-based software and database software, with proficiency in Word and Excel spreadsheet applications and information extraction skills.
- Demonstrated ability to learn systems, to access and manipulate data and model scenarios, independently.
- Demonstrated ability to influence through strong communication and presentation skills.
- Fortitude and perseverance to keep savings on track and to influence the business to take appropriate action to achieve savings without hurting quality or service.
- Facilitation - demonstrates facilitation skills mastery in challenging situations including facilitating meetings, processes and operations.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of PC applications including Word, Excel, Visio, PowerPoint and MiniTab.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Equivalent education or experience may be substituted for any of the above.