OverviewSr Recruiter | Human Resources - Organization Development - Job Hunting - Project ManagementContinuous 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.ResponsibilitiesProcess 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 EthicsSelf-SufficientTeam PlayerResults-OrientedStrategic ThinkerLeadershipQualifications6-10 years of leading efficiency and optimization initiatives.Call center/BPO background experience (plus).
Call center Quality Assurance experience (plus).
DetailsSeniority level: DirectorEmployment type: Full-timeJob function: Business Development, Project Management, and Quality AssuranceIndustries: InsuranceReferrals increase your chances of interviewing at Confie by 2xWe're unlocking community knowledge in a new way.
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