Title: Call Center Process Improvement Manager, Chicago, IL
Location: Illinois-Chicago
The Business Process Improvement Manager is responsible for leading customer operations improvement through business process analysis and technology integration.
* Master a detailed understanding of both widely held and leading-edge Call Center and Customer Care processes/technologies.
* Assist in developing and implementing a strategic plan for business improvement, including technology adaptation.
* Assure improvement projects are in line with Corporate and Communication Center goals.
* Prioritize projects based upon business case analysis, including financial measurements.
* Establish metrics that track and illustrate how improvement efforts contribute to business performance and report them accordingly.
* Organize, train and facilitate improvement teams to address organizational improvement opportunities.
* High school diploma or state certification equivalency required; Bachelor's Degree preferred.
* Formal training in business process improvement is strongly preferred.
* Strong communication and presentation skills and some exposure to team facilitation and project management required.
* A minimum of one year of participating in, facilitating, and/or leading a process improvement team is preferred.
* Ability to manage diverse business improvement teams on aggressive project timelines required.
