Process Excellence Supervisor

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

The Process Excellence Supervisor is responsible for driving continuous improvement, operational efficiency, and quality enhancement across all customer service channels (voice and digital). The role focuses on identifying process bottlenecks, reducing customer friction (Customer Effort Score), improving Net Promoter Score (NPS), and optimizing Key Performance Indicators (KPIs) like Average Handling Time (AHT) and First Contact Resolution (FCR).

Must be adept at analyzing data, trends, and patterns and spot improvement. The person must be able to work across cross-functional teams, including outsourced partners, where support to customers is provided through different channels

Qualifications

• Strong understanding of the telecom industry as it relates to customer support.

• Proficient in the use of tools to create process maps and flowcharts.

• Ability to look at big data and analyze trends and patterns to identify improvement opportunities.

• Strong understanding of change management.

• Must have at least 5 years of experience in a contact center support environment.