Consultant, Process Improvement
London, ON, CA
6d ago

TeleTech is seeking a seasoned Process Improvement Consultant to join our Customer Care team. This is a work from home position, and the successful candidate can be located anywhere in North America.

What you’ll be doing :

The Process Improvement Consultant will work on global process improvement initiatives that tie directly to TeleTech’s vision for providing world class customer solutions to our clients.

The Consultant will also work directly on client facing activities, as well offer recommendations for internal standardization and process improvement needs across our global company footprint.

What you’ll bring to us :

  • Leading and managing globally spanned and / or client facing process improvement initiatives with cross-functional teams
  • Developing and maintaining reports that enable the management of continuous performance improvement and operational excellence
  • Monitoring and maintaining improvements via robust Control Planning and Compliance Measures
  • Communicating ongoing project performance with management and various levels of the organization. Participating in the planning and development of client-facing presentations with supporting tools / documentation as required
  • Recommending process standards to ensure consistent methodology and Providing Lean Six Sigma educational support to the organization;
  • Coaching prospective students through TeleTech’s Lean Six Sigma Education offerings (White Belt, Yellow Belt, Green Belt)

  • Supporting departmental improvements i.e. tools, templates, processes
  • What skills you’ll need :

  • BA / BS or equivalent experience, MBA preferred
  • Certification as Lean and / or Six Sigma Black Belt required
  • Experience in process improvement methodology
  • Experience managing cross-functional teams and leading global improvement initiatives
  • Experience in project management in contact center industry highly preferred
  • Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook, Visio, Project)
  • Proficient in Minitab or other statistical software
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