Remote Process Improvement Manager
Skills
AdoptionAnalytical SkillsContact CentersContinuous ImprovementContinuous Improvement CultureCustomer ExperienceLeadership
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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 implementing process improvements with measurable outcomes
- Strong analytical and problem-solving skills
- Experience working in contact center or customer service call center required
Nice to have
- Data-driven
- Strategic
- Innovation-focused
- Collaborative
- Mission-driven
Day to day
- Lead continuous improvement initiatives to enhance customer and agent experience in a federal contact center
- Analyze workflows performance data and operational insights to identify inefficiencies and recommend practical solutions
- Collaborate with cross-functional teams and government stakeholders to implement changes track KPIs and drive measurable results