Continuous Improvement Expert

Here's your opportunity to join our Continuous Improvement Team

The Continuous Improvement Expert will be the master of processes. The CI Expert is responsible for assessing the effectiveness of a Business Process and offer recommendations for improvement in accordance with a lean approach and Methodology.

Functions and responsibilities of the Continuous Improvement Expert:

• Investigate, and implement processes to maximize productivity
• During the course of a normal day, a specialist may spend part of the day preparing reports and statistics, and another part working with front-line staff, identifying improvement opportunities and coaching employees on how to work more efficiently.
• Provide formal and informal training to site employees on Lean tools and their application
• Ability to create solutions that leverage data across multiple departments both internal and external, ensuring data compatibility, consistency and continuity
• Experienced subject matter expert in continuous improvement, quality and leadership development.
• Must possess the ability to quickly understand complex projects and become a subject matter expert when needed
• Ability to own program strategy, end to end delivery and communicating results to senior leadership.
• Develop, manage and execute continuous improvement programs across multiple locations.
• Manage to KPI scorecard for accounts below 95% SLA compliance and drive performance improvement.
• Identify complex issues provide, providing root cause analysis to problem resolution within a defined timeline
• Provide metrics input for reporting decks; communicate KPIS to the leadership team.
• Create and deliver action plans/ updates to Senior Leadership and supporting teams.
• Ability to manage a small team of CI analysts
• Any other responsibilities assigned.

Continuous Improvement Expert:

• 1+ year of experience in facilitation of cross functional teams in CX operations and process improvement
• Microsoft Office suite medium to advance competence
• 2+ years experience instructing Leadership teams and Associates on coaching methodology
• Working knowledge of Six Sigma tools and Lean techniques (or equivalent) and a desire to further develop one’s skillset
• 2+ years BPO industry Experience