Process Excellence Lead, Customer Support & CX Analytics

Converge ICT Solutions Inc.; Metro Manila; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking a Process Excellence Supervisor to drive continuous improvement across all customer service channels, including voice and digital.

You will analyze data, identify bottlenecks, and work with cross-functional teams and outsourced partners to reduce Customer Effort Score, improve NPS, and optimize KPIs such as AHT and FCR. This role requires strong change management skills and at least five years in a contact center environment to lead initiatives that enhance

Qualifications

• Strong analytical ability to identify improvement opportunities in data, trends, and patterns.
• Experience working with cross-functional teams and outsourced partners.
• 5+ years in a contact center support environment.
• Strong understanding of change management in service operations.
• Deep knowledge of KPIs like AHT, FCR, and NPS.

Responsibilities

• Drive continuous improvement and operational efficiency across customer service channels.
• Identify process bottlenecks and reduce customer friction.
• Improve NPS and optimize KPIs such as AHT and FCR.
• Collaborate across cross-functional teams and outsourced partners.

Skills

Data analysis

Cross-functional collaboration

Change management

Process improvement

Customer service understanding

Tools

Process mapping tools

Flowchart software

Job description

Converge ICT Solutions Inc. is seeking a Process Excellence Supervisor to drive continuous improvement across all customer service channels, including voice and digital.

You will analyze data, identify bottlenecks, and work with cross-functional teams and outsourced partners to reduce Customer Effort Score, improve NPS, and optimize KPIs such as AHT and FCR. This role requires strong change management skills and at least five years in a contact center environment to lead initiatives that enhance