Senior Continuous Improvement Lead, Customer Support Operations

Das ist der Job

Build queries and use data analytics tools to support process improvement efforts and identify root causes.

Darum lohnt es sich

Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership. Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.

ATS Optimization Keywords Hard Skills data analytics process improvement process design Failure Modes and Effects Analysis cost and benefit analysis SQL Excel customer service operations contact center operations Lean Six Sigma Soft Skills stakeholder management cross functional leadership influencing skills problem solving analytical thinking communication team collaboration project management adaptability strategic thinking Certifications & Qualifications Lean Six Sigma Green Belt Lean Six Sigma Black Belt Industry Keywords Continuous Improvement Change Management operational efficiency process quality process measurement systems customer journey agent processes business cases process impact assessments measurable business impact #J-18808-Ljbffr Responsibilities Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.

Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.

Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.

Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year. Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.

Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them. 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. Strong stakeholder management skills, with the ability to influence across functions and seniority levels. Hands on experience in process and systems design and improvement. Intermediate SQL skills. Intermediate Excel and analytics capability.

Comfort operating in ambiguous problem spaces.