Overview
Sr Recruiter | Human Resources - Organization Development - Job Hunting - Project Management
Continuous Process Improvement Director.
This position will lead efficiency and optimization initiatives. This role is responsible for identifying opportunities for improvement, implementing strategies to enhance productivity, and fostering a culture of continuous improvement. The ideal candidate will have deep expertise in process optimization and change leadership.
Responsibilities
- Process Optimization: Identify inefficiencies and implement strategies to enhance operational performance.
- Data-Driven Decision Making: Analyze key performance indicators (KPIs) to drive improvements.
- Lean & Six Sigma Implementation: Utilize methodologies like Lean, Six Sigma to streamline workflows.
- Cross-Functional Collaboration: Work with various departments to align processes with business objectives.
- Change Management: Lead organizational transformation initiatives and foster a culture of continuous improvement.
- Technology & Automation: Drive digital transformation to enhance efficiency and customer experience.
- Training & Development: Educate teams on best practices and continuous improvement methodologies.
- Quality Assurance & Compliance: Develop and enforce standards to ensure consistent customer service quality, adherence to company policies, and regulatory compliance.
- Call Monitoring & Evaluation: Implement robust call monitoring programs to assess agent performance, identify improvement areas, and maintain service excellence.
- Agent Coaching & Development: Conduct training and coaching sessions to improve agent communication skills, empathy, and problem-solving abilities.
- Risk Management: Identify potential risks in customer interactions and implement protocols to mitigate errors, complaints, and compliance issues.
- Professional Ethics
- Self-Sufficient
- Team Player
- Results-Oriented
- Strategic Thinker
- Leadership
Qualifications
- 6-10 years of leading efficiency and optimization initiatives.
- Call center/BPO background experience (plus).
- Call center Quality Assurance experience (plus).
Details
- Seniority level: Director
- Employment type: Full-time
- Job function: Business Development, Project Management, and Quality Assurance
- Industries: Insurance
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