Process Improvement Lead

Category : Client Operations

• 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 TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement program

PurposeResponsible 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.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 EnglishAwareness 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 technologiesA good understanding of the business and its customer base

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 ManagementExperience 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 FamilyIt 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