Call Center Process Improvement Leader

externallincarecareers; Clearwater (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

Externallincarecareers is seeking a Manager of Process Optimization to lead a culture of continuous improvement across the sleep resupply business. You will drive revenue, operational excellence, safety, quality, training, and productivity, delivering measurable KPI improvements.

Responsibilities include serving as an internal consulting leader to improve call center revenue and customer experience, scoping and launching improvement projects, and developing standardized processes and training

Qualifications

• Lean tools and techniques; change management experience preferred.
• Experience with call center productivity metrics is a plus.
• Proficient in Excel, Visio, and PowerPoint; Tableau is a bonus.
• Strong interpersonal communication skills are essential.

Responsibilities

• Serve as an internal consulting leader to improve call center revenue, profitability, and customer experience.
• Identify opportunities for the call center and scope/launch/execute improvement projects.
• Lead and develop a continuous improvement culture with business leaders.
• Support prioritization and delivery of activities across call center functions.
• Develop presentations summarized for executive levels (CEO, COO, RVPs).
• Design, deploy, and implement best practices; build and deliver training materials.
• Run self-directed improvement projects delivering measurable value.

Skills

Lean tools

Change management

Interpersonal communication

Call center metrics

Education

B.A. or B.S. Degree

Tools

Excel

Visio

PowerPoint

Tableau

Job description

Externallincarecareers is seeking a Manager of Process Optimization to lead a culture of continuous improvement across the sleep resupply business. You will drive revenue, operational excellence, safety, quality, training, and productivity, delivering measurable KPI improvements.

Responsibilities include serving as an internal consulting leader to improve call center revenue and customer experience, scoping and launching improvement projects, and developing standardized processes and training