Manager, Process Optimization

Responsibilities

• Identify, manage, support, and facilitate business process improvement activities
• Drive revenue, operational excellence, and best practice in safety, quality, training, and productivity
• Improve key performance indicators
• Serve as an internal consulting leader to improve call center revenue, profitability, and customer experience
• Proactively identify opportunities for the call center and scope/launch/execute projects to capture the opportunities
• Collaborate with business leaders to lead and develop a continuous improvement culture
• Develop presentations tailored to various levels of leadership (CEO, COO, RVPs, etc.)
• Design, deploy, and implement best practices and standardized processes
• Build and deliver training materials to support these standard processes
• Run self-directed improvement projects delivering value to the organization