Process Improvement Manager


  • Job ID:

    2275
  • Pay rate range:

    $60/hr - $70/hr
  • City:

    Chicago
  • State:

    Illinois
  • Duration:

    02/23/2020 - 08/23/2020
  • Job Type:

    Contract
  • Job Description:

    Our client is a Fortune 500 leader and top place to work for in Downtown Chicago. They are currently in need of a Process Improvement Manager

    PURPOSE:

    We are looking for a Process Improvement Consultant to lead a call center process improvement effort using lean methodologies and principles. The individual will need to engage with business leaders within the call center to identify and scope lean-related business challenges, conduct fact-based analyses and problem solving, and to develop actionable recommendations in order to drive improvements in new colleague and guest experiences, cost and demand management.

    POSITION RESPONSIBILITIES:

    • Act as a key driver for change, ensure effort is aligned to support broader technology program execution.
    • Work with Technology Program and Call Center Leadership team to select and prioritize work flows for analyses.
    • Develop project timeline, lead and manage process improvement team, drive results related to process improvement tasks.
    • Conduct in-depth “Current State” process analyses, including data collection, data analyses and synthesis of data to generate key insights for the broader technology program and lean deployment opportunities.
    • Generate insights based on tools including (but not limited to) colleague interviews, desk research, focus groups and surveys
    • Work with business leads to quantify priority opportunities related to process, data and system gaps.
    • Engage in best practice comparisons with business leads
    • Work with Call Center leadership team to develop “To Be” Future State Vision for Processes and Measurement tools
    • Work with Technology Program Lead and Business Leadership to develop mitigation plan for use in development of technology modernization model.

    EXPERIENCE AND QUALIFICATIONS:

    • 7+ years’ experience leading process improvement efforts
    • Six-Sigma certification
    • Strong leadership, decisive and analytical
    • Systems thinking orientation
    • Ability to work in challenging, global and fast-paced environments
    • Ability to communicate effectively and influence executives and team members
    • Ability to structure the effort through demonstrated project-management capability (develop schedule, monitoring of tasks and milestones)
    • Must be willing to travel to client site in Omaha Nebraska as needed to execute work effort.

    PREFERRED SKILLS:

    • Experience in call center process improvement efforts

    EDUCATION:

    • Bachelor’s Degree

    #PCIT #Hospitality

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