Process Excellence Manager

Summary

Join our dynamic Customer Service Process Team as a highly motivated and talented Process Improvement Expert, enhancing customer support processes through analysis, innovation, collaboration, and continuous improvement.

Requirements

• Bachelor’s degree in Business Administration, Project/ Operations Management, or a related field
• 3-5 years proven experience in process improvement, preferably within a customer support or service environment
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams
• Proficiency in process improvement methodologies such as Lean, Six Sigma, or similar
• Ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment

Responsibilities

• Analyze current customer support processes to identify areas for improvement and optimization
• Develop and implement innovative strategies to enhance the efficiency and effectiveness of customer support operations
• Collaborate with cross-functional teams to design and execute process improvement initiatives (Eg :product team)
• Monitor and evaluate the impact of implemented changes, ensuring they meet desired outcomes and contribute to overall customer satisfaction
• Utilize data-driven insights to make informed decisions and drive continuous improvement efforts
• Provide training and support to customer support teams on new processes and best practices
• Stay updated with industry trends and best practices to ensure the company remains at the forefront of customer support excellence