Remote Process Improvement Manager – Contact Center

What You'll Do

• Identify opportunities to improve operational efficiency, agent performance, and customer experience.
• Develop and implement process improvement initiatives that drive measurable results.
• Analyze workflows, procedures, and performance data to identify gaps and recommend solutions.
• Leverage data and reporting to evaluate program performance and trends.
• Establish and track key performance indicators (KPIs) to measure the impact of improvement efforts.
• Present findings and recommendations to leadership and stakeholders in a clear, actionable manner.

Stakeholder Engagement

• Represent the contractor in the Process Improvement Council, contributing insights and recommendations.
• Collaborate with operations, training, quality, and leadership teams to align improvement efforts with program goals.
• Support the implementation of new processes and ensure adoption across teams.

What You Bring

• A High School Diploma or equivalent experience.
• U.S. Citizenship required.
• Ability to obtain and maintain required government clearance (if applicable).
• 5+ years of experience in analytics, operations, or process improvement roles.
• Proven track record of successfully implementing process improvements that drive measurable outcomes.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience working in contact center or customer service call center required.