Process Improvement Lead

Overview

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

• Paid Training

• Competitive Wages

• Full Benefits (Medical, Dental, Vision, 401k and more)

• Paid Time Off

• Employee wellness and engagement program

Purpose

Responsible for working with operations team in executing initiatives to improve customer service outcomes and driving customer advocacy based on Customer Insights, team insights and opportunities. Assists the Customer Experience Manager identify and prioritise customer pain points, issues and bottlenecks and lead Process Improvement initiatives in the organization using continuous improvement tools to track, evaluate and report results.

This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.

Responsibilities

Your Responsibilities

• Conduct deep dive analysis of constraints that limit the organization's ability to respond to customer demands

• Work closely with the Customer Insight Lead and Customer Experience Manager in generating insights and recommendations that will positively impact the customer experience

• Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology

• Lead overarching process improvement initiatives including managing feedback loops on identified opportunities concerning people, systems, process and technology

• Helps drive innovation, continuous improvement and behaviour changes, all aimed at enhancing the customer experience

• Lead the execution of continuous improvement initiatives in the site

• Assist in ongoing programs of work to drive the behavioural changes that are vital to increasing advocacy within the centre

• Coach site leadership teams on how to apply & manage with CI tools and methods

• Ensuring management information and reporting regarding business improvement results and improvement project status

• Support team leads to drive and embed customer advocacy behaviours inputting for effective learning outcomes

• Proactively identify, analyze and improve existing business processes to meet goals and objectives

• Introduce process changes to improve the quality of a product or service, to better match customer and consumer needs

• Able to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment

• Ability to use Continuous Improvement methodologies to identify problems, find root causes though qualitative and quantitative analysis and formulate solutions to achieve the best results

• Proven ability to manage multiple cases/projects simultaneously;

• Excellent time management skills to meet required timeframes;

• Ability to multi-task and operate multiple work screens via screen based equipment and talking to the customer simultaneously;

• Ability to work within boundaries and process competently;

• Ability to follow structured processes and procedures within boundaries

• Ability to persuade/influence difficult clients

• Fully proficient in conversational English proven by the ability to read, write, speak and comprehend English

• Awareness of Contact Centre Operations in a fast paced, highly structured and monitored environment;

• Awareness of the telecommunications industry and basic knowledge of broadband products and internet technologies

• A good understanding of the business and its customer base

Qualifications

Qualifications

• At least 2 years experience working in a sales and service based role in a call centre or retail environment;

• Experience in a high volume and fast paced environment which is structured and monitored;

• Six Sigma certification an advantage with at least 2 years of working experience in Continuous/ Process Improvement, Change Management, Process Improvement, or Project Management

• Experience in analysing and reporting data

• Experience in a coaching, managing, mentoring role

• Degree holder from a reputable institution of higher learning preferred

• Proficient with various office productivity applications particularly Excel and PowerPoint

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Job Locations US-TX-Brownsville

Requisition ID 2024-49405

Category Client Operations

Country United States