SUPPORT SERVICES GROUP is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in 10 countries.
We are looking to fill a CSAT & Process improvement Lead position. This role will support our Panama site and will be working both on site and remotely.
Key Responsibilities:
CSAT Management
- Monitor and analyze CSAT metrics and feedback to identify trends and improvement opportunities.
- Lead initiatives to enhance customer satisfaction and address key pain points.
- Collaborate with teams to implement action plans based on customer feedback.
- Regularly report on CSAT performance and present findings.
Root Cause Analysis
- Conduct thorough root cause analyses for recurring issues affecting CSAT and operational performance.
- Develop and implement corrective actions to address identified root causes.
- Track and evaluate the effectiveness of implemented solutions.
Process Improvement
- Identify inefficiencies in workflows and recommend process improvements to increase productivity and quality.
- Drive initiatives to streamline operations, reduce errors, and optimize customer service delivery.
- Use data-driven approaches and Lean or Six Sigma methodologies to implement changes.
Standard Operating Procedures and Standardization
- Develop, update, and maintain comprehensive SOPs for all key processes.
- Ensure consistent application of procedures across teams and locations.
- Provide training and guidance to teams on new and existing processes.
Collaboration and Leadership
- Work cross-functionally with Operations, Quality, Training, and other teams to align on objectives and ensure successful implementation of initiatives.
- Act as a point of contact for escalations related to CSAT or process improvement.
- Lead meetings, workshops, and training sessions to promote continuous improvement.
Experience and Background:
- Experience in process analysis, optimization, and design
- Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen)
- Strong background in customer experience and customer feedback tools (CSAT, NPS)
- Proven leadership.
Skills and Competencies:
- Strong analytical and data-driven decision-making skills
- Proficiency in process mapping and documentation.
- Strong problem-solving abilities
Certifications and Education:
- Certifications: Lean Six Sigma (Green).
- Agile Scrum (preferred but not mandatory).
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
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Last updated on Nov 19, 2024