Continuous Improvement Specialist

Main Purpose of the Job

As an Intermediate Continuous Improvement Specialist within our International Customer Care department, you will be instrumental in identifying, analyzing, and implementing process enhancements to optimize the efficiency and effectiveness of our customer support operations. Working closely with cross-functional teams, you'll pinpoint improvement opportunities, streamline workflows, and foster a culture of continuous enhancement throughout the organization. Reporting to the Lead Continuous Improvement and Quality Management, this role requires adept project management skills, allowing you to lead initiatives independently or collaboratively with operational teams.

Responsibilities and Duties

• Identifying Improvement Opportunities: Proactively identify areas within customer support operations that could benefit from process enhancements or efficiency improvements.
• Process Analysis: Evaluate existing customer care processes and workflows to identify bottlenecks, inefficiencies, and areas for improvement.
• Data Analysis: Analyze data and customer feedback to identify trends, issues, and opportunities for improvement.
• Leading Improvement Projects: Take ownership of improvement projects from initiation to completion, including project planning, execution, monitoring, and reporting.
• Continuous Improvement Initiatives: Develop and implement improvement initiatives, such as lean methodologies, PDCA, or other process improvement methodologies, to optimize customer care operations.
• Cross-functional collaboration: Collaborate with teams across the organization, including IT, Training, and Quality Assurance, to ensure the successful implementation of improvement projects.
• Documentation: Document process improvement, and create standard operating procedures (SOPs)
• Monitoring and Reporting: Establish key performance indicators (KPIs) to monitor the impact of improvement initiatives and provide regular reports to management.
• Feedback Loop: Maintain open communication with customer care agents and stakeholders to gather feedback and suggestions for process enhancements.
• Change Management: Support change management efforts to ensure a smooth transition to improved processes.
• Collaborating with Leadership: Collaborate with leadership to align improvement initiatives with organizational goals and priorities, and provide regular updates on progress and outcomes.
• Promoting a Culture of Continuous Improvement: Actively promote and encourage a culture of continuous improvement within the organization, fostering an environment where all employees are empowered to identify and contribute to process enhancements.

Qualifications and skills

• Bachelor's degree in Business, Operations Management, or a related field.
• Proven experience in project management or process improvement, preferably in a customer care or call center environment.
• Knowledge of Lean.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team and drive change within an organization.
• Proficiency in data analysis and visualization tools (e.g., Excel, Tableau).
• Experience with process mapping and documentation.
• Customer-centric mindset and a passion for delivering exceptional customer experiences.