SYKES is now part of Sitel Group®. Visit www.sitel.com for more information.

Process Engineering Improvement Manager

Objective

If you have knowledge of ITIL and management techniques, apply to our position and help us deliver successful planning and execution of the lifecycle management programs.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written (85 %>) (must).
  • Minimum 5 years of experience in the IT industry, in Service Operations, and/or Process Improvement roles.
  • ITIL foundations certification required or proven experience (must).
  • Strong knowledge of Management tools and techniques. Six Sigma green belt is desired.
  • Experience in SharePoint libraries, lists, and workflows (desired).
  • Experience in ServiceNow functionality, reporting, and dashboards (desired).
  • Technical knowledge of networking, compute, storage, and data center hosting.
Soft skills
  • Creativity in thinking, ideation, approach, and adaptability to solve business and operational problems and drive measurable impacts.
  • Understanding of key performance indicators and how to measure the success of process improvements on operational activities.
  • Practical experience deconstructing and re-engineering processes to drive efficiencies.
Responsibilities
  • Lead and manage multiple concurrent process improvement initiatives.
  • Monitor and communicate program progress relative to scope, timelines, and risks.
  • Effectively define and analyze metrics to drive team behavior in pursuit of organizational goals.
  • Develop short & midterm strategic plans to address gaps in operations & processes with clear business cases & measures.
  • Drive standard work across the service center and standardize processes to increase efficiency & performance.
Benefits
  • Work at Home.
  • Tech Academy.
  • Private Insurance.

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.