Leads data-driven operational excellence initiatives within POD by leveraging call center performance metrics, automation tools, and Lean methodologies to enhance service delivery and customer experience. This role provides exposure to advanced analytics (Power BI), process automation (PowerApps/Power Automate), stakeholder leadership, and Lean continuous improvement methodologies. It builds strong expertise in call center performance management and positions the individual for future roles in Operations Excellence, Digital Transformation, or Strategic Analytics. **Your role:** + Acting as operational backup for the POD Manager to ensure service continuity and daily operational stability. + Monitoring and analyzing call center KPIs (AHT, ASA, CSAT, OTD, Utilization), identifying trends, risks, and root causes. Supporting reporting governance and ensuring data integrity across operational metrics. + Designing and maintaining interactive dashboards in Power BI to provide real-time visibility and performance insights. + Developing automation solutions using PowerApps and Power Automate to streamline reporting, reduce manual effort, and improve workflow efficiency. + Applying Lean methodology (Kaizen/PRIDE principles) to eliminate waste, reduce rework, and improve service quality. + Coordinating escalations across POD, SPS, RSEs, and stakeholders using data-backed decision making. + Partnering with Quality to align performance insights with coaching, audits, and continuous improvement plans. **You’re the right fit if:** + 3+ years of experience proven background in call center operations, customer service environments, and KPI performance management. + Strong analytical capabilities with experience in Power BI, data visualization, automation tools (PowerApps/Power Automate), and call center metric analysis. + Bachelor’s degree in Business, Analytics, Operations, Engineering, or related field (or equivalent experience). + Methodology & Mindset: Working knowledge of Lean methodology with demonstrated problem-solving skills, ownership mindset, and ability to influence cross-functional stakeholders. **How we work together** We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is an office-based role. **About Philips** We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. + Learn more about our business. + Discover our rich and exciting history. + Learn more about our purpose. + Learn more about our culture.