Full-Time Process Improvement Lead

We are seeking a Process Improvement Lead to identify, analyze, and optimize operational processes within the Customer Service department.

Key Responsibilities:

1. Process Analysis and Optimization: Map current workflows to find inefficiencies, implement Lean, Six Sigma, Kaizen, or similar methodologies to improve productivity and eliminate waste. Optimize ticket management, escalations, and first contact resolution (FCR).
2. Automation and Digitalization: Identify RPA (Robotic Process Automation) opportunities. Implement self-service tools, chatbots, and AI to decrease agent workload. Collaborate with Technology and WFM teams for new digital solutions, measure the effect on efficiency and customer experience.
3. Data Analysis and Efficiency KPIs: Define and track key operational KPIs (AHT, FCR, TTR, Cost per Contact). Generate data-driven reports for strategic decision-making. Identify trends in customer demand, suggest improvements in resource management. Collaborate with Business Intelligence to visualize process data.
4. Change Management and Continuous Improvement: Implement continuous improvement initiatives, ensure team adoption. Develop communication and training plans for process changes and tools. Facilitate collaboration between CS, IT, Finance, and WFM teams.
5. Operational Cost Reduction: Identify cost-saving opportunities without compromising service quality. Optimize resource allocation, minimize unnecessary staffing. Assess ROI of new tools and strategies. Develop strategies to reduce contact rate and enhance customer self-sufficiency.
6. Cross-Department Collaboration: Act as a liaison between Customer Service, BI, IT, Product, and Development teams. Translate operational requirements into technical specifications.

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