Title:  Call Center - Process Improvement Specialist

Job Purpose

Responsible for analyzing call center processes and implementing strategies to improve efficiency, reduce costs, and enhance customer satisfaction.

Accountabilities

1.  Evaluates current call center processes to identify inefficiencies, bottlenecks, and areas for improvement.
2. Creates and implements process improvement strategies and action plans using methodologies such as Lean, Six Sigma, and Kaizen to ensure optimal performance.
3. Collects and analyzes data to track performance metrics and measure the impact of process changes.
4. Works closely with various departments to understand their workflows and gather input for process improvements.
5. Documents process changes and updates to ensure all stakeholders are informed and aligned.
6. Tracks the success of implemented strategies and makes necessary adjustments to optimize results.
7. Prepares and presents reports on process improvement initiatives and outcomes to senior management to keep them informed.
8. Encourages feedback and innovation from team members to foster a culture of continuous improvement.

Knowledge, skills and abilities (KSA's)

• Bachelor’s degree in business, Operations Management, or a related field.
• Proven 3 years of experience in process improvement, preferably in a call center, medical services or customer service environment.
• Certification in process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Strong analytical and problem-solving skills, excellent communication and interpersonal skills, proficiency in data analysis and reporting tools.

Skills:

• Analytical thinking and decision-making.
• Project management and time management.
• Team leadership and collaboration.
• Process mapping and design.
• Statistical analysis and reporting.