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Process Improvement Consultant

  • St. Louis
  • Project & Program Management
  • Full time
  • J00139189
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The Process Improvement Consultant collects process data and analyzes/measures the effectiveness of existing business processes. Leads effort to develop sustainable, repeatable and quantifiable business process improvements and initiatives. Leads tactical day-to-day change initiatives in partnership with contact center leadership.

What you’ll do

  • Responsible for implementing and managing moderately complex process and customer experience improvement solutions in partnership with internal project teams and other stakeholders/partners

  • Develop and execute continuous improvement plans in order to support functional and departmental strategies.

  • Review, standardize, and document procedures to improve efficiency.

  • Present solutions that have the greatest impact on revenue and client satisfaction. Lead change management efforts by partnering with internal quality, training, and operational excellence teams

  • Collaborate with supervisors, leads, agents to understand knowledge or process gaps and partner with internal teams to develop solutions for those opportunities. Liaison with reporting/analytics team to enable necessary data visibility for ongoing projects/improvement efforts

What experience you need :

  • Bachelor's degree (B.A. or B.S.) and/or 5+ years related experience or equivalent combination of education and experience.

  • Proficient computer skills particularly the Google Suite or MS Office suite

  • Third Party / Vendor management operations experience strongly preferred

  • Technical requirements preferred: Workforce planning, CRM platform (Salesforce), Telephony (Genesys/InContact)

What could set you apart:

  • The ability to handle multiple projects concurrently in a function that is fast-paced, demanding and a high-growth environment.

  • Demonstrate strong project management and planning skills in order to successfully manage project deliverables, stakeholders, and team moral simultaneously

  • Timely and efficient in achieving deadlines.

  • Creative problem solving and analytical skills.

  • Ability to comprehend and utilize new technologies quickly.   

  • Excellent communication skills (verbal, written, and presentation)

  • The ability to work effectively and cooperatively with customers, internal partners, vendors, and senior leaders



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