Continuous Improvement Lead, Customer Support
M
Maleda TechCustomer Support
United StatesContractLead
Salary$65.00 - $75.00 / hr
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Job Details
- Experience
- 5+ years of post-graduate experience
- Required Skills
- SQLOperations ManagementMicrosoft ExcelStakeholder managementData analyticsChange Management
Requirements
- 5+ years of post-graduate experience in operations (industrial engineering or similar preferred).
- Advanced knowledge of customer service and contact center operations.
- Lean Six Sigma Green Belt or Black Belt certification (or equivalent experience).
- Proven track record leading cross-functional teams.
- Strong stakeholder management skills.
- Experience in process and systems design and improvement.
- Intermediate SQL, Excel, and analytics capability.
- Comfortable operating in ambiguous problem spaces.
Responsibilities
- Lead Continuous Improvement pilots and projects to increase operational efficiency and process quality.
- Partner cross-functionally with Shared Services, Policy, and Support Product teams to lead process impact assessments.
- Collaborate with Analytics to design and implement process measurement systems and analyze process data.
- Deliver improvement projects with measurable business impact.
- Transition solutions to operations for sustained results.
- Build and maintain Functional Designs illustrating customer journey and agent processes.
- Apply Failure Modes and Effects Analysis to mitigate process failures.
- Present opportunities and progress to senior leadership.
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