HSBC · December 2013 – September 2014
Making existing capacity work harder.
A Lean Six Sigma dialer efficiency project connecting technology, process design and delivery capacity.
Assistant Manager, Dialer and Telemarketing Operations
The challenge
Bring outsourced telemarketing work into GSC Manila while making better use of existing dialer capabilities and operational capacity.
Actions
- Applied a Lean Six Sigma approach to the dialer efficiency project.
- Focused on improving dialer utilisation and aligning the process with Manila’s delivery capacity.
- Supported the migration of work equivalent to 41 full-time employees from a third-party BPO centre to GSC Manila.
The recorded result
The career record reports US$658,000 in sustainable cost savings and the absorption of 41 FTE of work. The figure is a project result; the source does not specify an annual savings period.
Relevance
A practical example of connecting workforce capacity, technology and process change to financial outcomes.
Source context
Lenin Diaz career record, 2024 CV, Dialer Efficiency Project. Figures are candidate-reported historical project outcomes.