Continuous Improvement Lead

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

The Continuous Improvement Lead's role is to work within the contact center operations and drive improved metrics through Process improvement and employee engagement. He/she is expected to work closely with the Operations Team to align with internal and external strategic objectives and deliver improved performance across all key deliverables.

Duties and Responsibilites:

Demonstrate experience in applying contemporary improvement techniques and producing results for a function and/or business unit.

Assesses current business performance against the business strategy for a specific site and/or function. Analyzes qualitative and quantitative data and identifies opportunities.

Performs analysis of large client data sets and provides recommendations for improvement related to the project with limited direction. Proactively determines areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance gaps.

Conducts planning, data collection, data cleansing and data linkage in preparation for analysis. Reviews and documents current processes as part of gap or root cause analysis and input to improvement initiatives; identifies gaps that may be contributing to overall business and CX results.

Reviews client documentation related to the initiative. Conducts assessments. May employ tools such as BI, speech analysis, text analysis, or other advanced analytic tools to develop insight.

Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps. Root cause may include on site observation, interviews, and process documentation. Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.

Works with multiple teams of business practitioners to synthesize findings, develop solutions, assessments, and/or improvement recommendations and facilitate execution of initiatives. Collaborates with customers and other stakeholders on improvement projects. Presents findings and solutions to internal and external client stakeholders

JR9835