Process Improvement Lead

2 weeks ago

Brownsville, United States Teleperformance Full time
Category : Client Operations

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k and more)
  • Paid Time Off
  • Employee wellness and engagement program

Purpose

Responsible for working with operations team in executing initiatives to improve customer service outcomes and driving customer advocacy based on Customer Insights, team insights and opportunities. Assists the Customer Experience Manager identify and prioritise customer pain points, issues and bottlenecks and lead Process Improvement initiatives in the organization using continuous improvement tools to track, evaluate and report results.

This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.

Your Responsibilities

  • Conduct deep dive analysis of constraints that limit the organization s ability to respond to customer demands
  • Work closely with the Customer Insight Lead and Customer Experience Manager in generating insights and recommendations that will positively impact the customer experience
  • Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology
  • Lead overarching process improvement initiatives including managing feedback loops on identified opportunities concerning people, systems, process and technology
  • Helps drive innovation, continuous improvement and behaviour changes, all aimed at enhancing the customer experience
  • Lead the execution of continuous improvement initiatives in the site
  • Assist in ongoing programs of work to drive the behavioural changes that are vital to increasing advocacy within the centre
  • Coach site leadership teams on how to apply & manage with CI tools and methods
  • Ensuring management information and reporting regarding business improvement results and improvement project status
  • Support team leads to drive and embed customer advocacy behaviours inputting for effective learning outcomes
  • Proactively identify, analyze and improve existing business processes to meet goals and objectives
  • Introduce process changes to improve the quality of a product or service, to better match customer and consumer needs
  • Able to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment
  • Ability to use Continuous Improvement methodologies to identify problems, find root causes though qualitative and quantitative analysis and formulate solutions to achieve the best results
  • Proven ability to manage multiple cases/projects simultaneously;
  • Excellent time management skills to meet required timeframes;
  • Ability to multi-task and operate multiple work screens via screen based equipment and talking to the customer simultaneously;
  • Ability to work within boundaries and process competently;
  • Ability to follow structured processes and procedures within boundaries
  • Ability to persuade/influence difficult clients
  • Fully proficient in conversational English proven by the ability to read, write, speak and comprehend English
  • Awareness of Contact Centre Operations in a fast paced, highly structured and monitored environment;
  • Awareness of the telecommunications industry and basic knowledge of broadband products and internet technologies
  • A good understanding of the business and its customer base

Qualifications

  • At least 2 years experience working in a sales and service based role in a call centre or retail environment;
  • Experience in a high volume and fast paced environment which is structured and monitored;
  • Six Sigma certification an advantage with at least 2 years of working experience in Continuous/ Process Improvement, Change Management, Process Improvement, or Project Management
  • Experience in analysing and reporting data
  • Experience in a coaching, managing, mentoring role
  • Degree holder from a reputable institution of higher learning preferred
  • Proficient with various office productivity applications particularly Excel and PowerPoint

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

  • Process Improvement Lead

    14 hours ago

    Brownsville, United States Teleperformance Full time

    Category : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways. With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Process Improvement Lead

    2 weeks ago

    Brownsville, United States Teleperformance USA Full time

    Category : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways. With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Process Improvement Lead

    2 weeks ago

    Brownsville, United States Teleperformance USA Full time

    Category : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways. With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Process Improvement Lead

    2 weeks ago

    Brownsville, Texas, United States Teleperformance Full time

    Category : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world s best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Customer Insight Lead

    2 weeks ago

    Brownsville, Texas, United States Teleperformance USA Full time

    Category : Client OperationsAbout TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Customer Insight Lead

    2 weeks ago

    Brownsville, United States Teleperformance USA Full time

    Category : Client OperationsAbout TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Customer Insight Lead

    2 weeks ago

    Brownsville, United States Teleperformance USA Full time

    Category : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways. With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Remote Information Processing Clerk

    2 weeks ago

    Brownsville, United States Advanced Custom Fence Full time

    Job DescriptionJob DescriptionSalary: $24Job Summary:We are seeking a detail-oriented and organized Information Processing Clerk to join our team. The ideal candidate will be responsible for accurately processing and managing information in a timely manner. If you have strong attention to detail and excellent organizational skills, we want to hear from...

  • Customer Insight Lead

    2 weeks ago

    Brownsville, United States Teleperformance Full time

    Category : Client Operations About TP Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world s best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global...

  • Merchandise Processing Associate

    5 days ago

    Brownsville, United States Texas Thrift Brownsville,TX #128 - Brownsville Full time

    Job DescriptionJob DescriptionThe work location for this position is: 2900 Boca Chica BlvdClassification: Non-ExemptReports to: Production SupervisorOur company is a long term family run retailer that believes in the values of helping others. We do that not only by working with local charities to generate revenues for their organizations, but also minimizing...

  • Merchandise Processing Associate

    6 days ago

    Brownsville, United States Texas Thrift Brownsville,TX #128 - Brownsville Full time

    Job DescriptionJob DescriptionClassification: Non-ExemptReports to: Production SupervisorOur company is a long term family run retailer that believes in the values of helping others. We do that not only by working with local charities to generate revenues for their organizations, but also minimizing the millions of pounds of used goods that needlessly end up...

  • Lead Superintendent

    6 days ago

    Brownsville, Texas, United States Bechtel Full time

    Requisition ID: 275661 Relocation Authorized: National - Single Telework Type: Full-Time Office/Project Work Location: Brownsville, TX Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure, increased...

  • Lead Superintendent

    6 days ago

    Brownsville, Texas, United States Bechtel Full time

    Requisition ID: 276143 Relocation Authorized: National - Single Telework Type: Full-Time Office/Project Work Location: Brownsville, TX Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure, increased...

  • Area Lead Planner

    6 days ago

    Brownsville, Texas, United States Bechtel Full time

    Requisition ID: Relocation Authorized: National SingleTelework Type: Full-Time Office/ProjectWork Location: Brownsville, TXSince 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure, increased access to energy,...

  • Customer Service Supervisor

    3 weeks ago

    Brownsville, United States Teleperformance USA Full time

    Category : Team LeadAbout TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and...

  • Customer Service Supervisor

    3 weeks ago

    Brownsville, Texas, United States Teleperformance USA Full time

    Category : Team LeadAbout TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and...

  • Area Lead Planner

    5 days ago

    Brownsville, United States Bechtel Full time

    Requisition ID: 275659 - Relocation Authorized: National - Single -Telework Type: Full-Time Office/Project -Work Location: Brownsville, TX Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure,...

  • Lead Instrumentation Field Engineer

    6 days ago

    Brownsville, United States Bechtel Full time

    Requisition ID: 275527   Relocation Authorized: National - Single  Telework Type: Full-Time Office/Project  Work Location: Brownsville, TX    Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's...

  • Production Manager

    3 weeks ago

    Brownsville, United States Snelling Staffing Service Full time

    Job DescriptionJob DescriptionDuties and Responsibilities:· Lead by example. Effectively plan, communicate, manage, and support day to day production over three shift operations to drive safe, profitable and sustainable growth.· Initiate plans and processes to minimize manufacturing costs through effective utilization of resources.· Monitor production and...

  • Quality Control Manager

    3 weeks ago

    Brownsville, United States Burrow Global Full time

    QC Manager - Buildings ConstructionThe Quality Manager is accountable for efficiently functioning the organization's quality assurance team at a multi-building construction jobsite in Brownsville, Texas, ensuring adherence to established quality standards. Prior to mobilization in Brownsville during 4Q24, the QC Manager will work in the Houston office to...