Manager, Process Optimization
- 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
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