Responsibilities:

Lead and oversee process improvement initiatives within the contact center to enhance efficiency and effectiveness.
Identify operational bottlenecks, analyze workflows, and implement strategies to optimize processes and reduce operational costs.
Develop and maintain quality assurance standards, conducting regular audits to ensure compliance and exceptional service delivery.
Utilize data analytics tools to gather and interpret performance metrics, generate reports, and provide actionable insights.
Collaborate with IT teams to evaluate, implement, and optimize contact center technologies for improved performance.
Design and deliver training programs to enhance the skills and capabilities of contact center staff.
Foster collaboration with cross-functional teams to align processes, strategies, and drive continuous improvement initiatives.
Ensure compliance with regulatory requirements and manage operational risks effectively.

Qualifications:

Bachelor's degree in business administration, Operations Management, or a related field. Master’s degree preferred.
Proven experience (5 years) in a contact center environment, with a focus on process improvement, quality assurance, and operational excellence.
Strong analytical skills with proficiency in data analysis tools and a track record of utilizing data to drive decision-making.
In-depth knowledge of contact center technologies, CRM systems, and telephony platforms.
Experience in developing and implementing training programs to enhance team performance.
Excellent communication and interpersonal skills for effective stakeholder management and collaboration across teams.
Strong leadership abilities with a focus on fostering a culture of continuous improvement.
Certification in Lean Six Sigma or other process improvement methodologies preferred.
Ability to adapt to a fast-paced, dynamic environment and drive change effectively.

Contact Center Process Excellence Manager