Bpo Specialist

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building one of the world’s largest leaders in logistics and supply chain solutions.

**Overall job purpose**:

- Support performance and capacity management
- Support continuous improvement and transition initiatives

**Main tasks & key responsibilities**:
**Performance Measurement**
- Aligns local KPIs and target setting with global guidance
- Develops country specific KPI reporting details
- Benchmarks and identifies best practices across centers, customers and other countries
- Identifies and communicates performance gaps
- Interprets data and highlight deviations, trends, correlations, etc.
- Responsible for compiling local and regional performance data
- Conducts / participates in internal and external benchmarks

**Process Improvement**
- Defines and maintains operational processes
- Identifies improvement actions through data analysis, gemba walks and other tools
- Executes and prepares own process excellence workshops and activities (PEAs)
- Performs initiative scoping with process owners and local management
- Accompanies assigned improvement areas and initiatives to successful implementation
- Interacts with key stakeholders and ensures support and engagement in program and initiatives
- Supports in the training of staff in First Choice methodology and First Choice culture/mind set
- Rolls out improvement tools and methodologies (i.e. Performance Dialogs, Capacity Management, Gemba Walks, Lean House)

**Project Management**
- Prepare training materials.
- Collect business requirements and translate them into documentation in the form of processes, descriptions, flowcharts, forms etc.
- Gather data from a variety of sources, as directed, for use in analysis.
- Conduct interviews/meetings with process owners to define and map as-is processes and agree on process inputs/outputs to ensure standardization and consistency.
- Collect data for use in research and analysis in order to assist in the provisioning of advice and assistance on quality management and performance monitoring
- Assist in changing procedures as advised by BPO PM.
- Support with tracking and documentation of projects.

**Skills and Competencies**
- Verbal and numerical reasoning; ability to draw sound conclusions, detail oriented
- Strong analytical and data representation skills
- Project management skills
- Strong change management skills
- Excellent Communication skills (Facilitation, moderation and deliver effective communication)
- Ability to work independently and self-starter
- High degree of motivation and flexibility

**Qualifications**
- Bachelor degree in Business Administration, Industrial Engineering, Computer Engineering or similar.
- 85% English fluency, Advance Spanish fluency. Portuguese is a plus.
- Training experience
- Experience working in multicultural teams
- 1 year of experience working in performance management and project environments
- At least 6 months experience with ticketing tools such as GSN.
- At least 2 years of experience in documenting and improving processes and defining systems requirements
- 1 year experience working in a multi-national matrix organization.
- Available to travel up to 25% of time.
- 1 year of background in HR and/or shared services preferred
- Six sigma qualification preferred/ DPDHL First Choice Advisor preferred
- Process automation experience is a plus.

**Soft Skills**
- Organization and prioritization
- Analytical skills
- Sociability
- Patience