Senior Continuous Improvement Lead, Customer Support Operations
New
M
Maleda TechCustomer Support Operations
United States, PST strongly preferredContractSenior
Salary75 - 95 USD per hour
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Job Details
- Experience
- 5+ years of post graduate experience in operations
- Required Skills
- SQLMicrosoft ExcelStakeholder managementProcess improvementData analyticsChange Management
Requirements
- 5+ years of post graduate experience in operations, with industrial engineering or similar background preferred.
- Advanced knowledge of customer service and contact center operations.
- Lean Six Sigma Green Belt or Black Belt certification, or equivalent demonstrated experience.
- Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.
- Strong stakeholder management skills.
- Hands on experience in process and systems design and improvement.
- Intermediate SQL skills.
- Intermediate Excel and analytics capability.
- Comfort operating in ambiguous problem spaces.
Responsibilities
- Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes.
- Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design.
- Work closely with CS Analytics to design and implement process measurement systems and analyze process data.
- Build queries and use data analytics tools to identify root causes.
- Deliver successful improvement projects and transition solutions to operations.
- Build and update Functional Designs showing interactions between customer journey, agent processes, and product features.
- Create and apply Failure Modes and Effects Analysis to identify and mitigate process failures.
- Perform cost and benefit analyses and construct business cases for improvement opportunities.
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