Continuous Improvement Manager

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Manager - Continuous Improvement is critical to our commitment to maintaining high standards of quality and efficiency across all business functions. Ideal candidate will have over 5 years of overall work experience, including 3-4 years as a manager leading Six Sigma continuous improvement projects within a contact center or BPO environment.

Key Responsibilities:

• Lead and manage continuous improvement projects using Six Sigma methodologies.
• Collaborate with cross-functional teams to identify opportunities for process improvement.
• Analyze data to identify root causes of process inefficiencies and implement effective solutions.
• Develop and deliver training programs to build Six Sigma capabilities within the organization.
• Monitor project progress, performance, and outcomes to ensure alignment with business objectives.
• Report on project status, achievements, and areas for improvement to senior management.
• Drive key performance indicator (KPI) improvements in the contact center, focusing on metrics such as customer experience, First Call Resolution (FCR), and other critical service delivery metrics.
• Foster a culture of continuous improvement and innovation within the team and the broader organization.
• Utilize strong Excel skills for data analysis and reporting, and PowerPoint skills for creating impactful presentations.

Qualifications:

• Certified Six Sigma Green Belt/ Black Belt
• Over 5 years of overall work experience, with 3-4 years of experience as a manager leading continuous improvement projects.
• Proven track record of successfully implementing Six Sigma projects.
• Strong analytical skills with the ability to interpret complex data and metrics.
• Experience in improving contact center KPIs, including customer experience and First Call Resolution (FCR).
• Proficiency in Microsoft Excel for data analysis and reporting.
• Proficiency in Microsoft PowerPoint for creating presentations and visual reports.
• Excellent communication and leadership skills.
• Ability to work collaboratively with diverse teams.
• Strong problem-solving skills and a proactive approach to challenges.

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If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.