Manager, Process Optimization

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

The Manager of Process Optimization is responsible for championing and developing a sustainable culture of continuous process improvement in all areas of the sleep resupply business. This employee will identify, manage, support, and facilitate business process improvement activities designed to drive revenue, operational excellence, and best practice in safety, quality, training, and productivity. The end-purpose of this position is to improve the real result of key performance indicators.

• Serve as an internal consulting leader to improve call center revenue, profitability, and customer experience
• Proactively identify opportunities for the call center and scope/launch/execute projects to capture the opportunities
• Work collaboratively with business leaders to lead and develop a continuous improvement culture
• Support and challenge the status-quo in direction setting, prioritization, and delivery of activities across call center functions
• Develop presentations that are summarized to the appropriate level (CEO, COO, RVPs, etc.)
• Actively design, deploy, and implement best practices and standardized processes, as well as build and deliver training materials to support these standard processes
• Run self-directed improvement projects delivering value to the organization

• Trained in Lean tools and techniques, preferred
• Experience as a change manager
• Experience with call center productivity metrics, preferred
• Must be proficient in Excel, Visio, PowerPoint
• Experience with Tableau, preferred
• Must have good interpersonal communication skills

Education and Experience:

• B.A. or B.S. Degree required
• 3+ years leadership experience preferred
• 3+ years working in Process Management/Process Improvement/Continuous Improvement/Project Management