Position Summary:
Identifies process improvement opportunities across different verticals/programs/accounts. Implements process improvement projects using the Six Sigma D-M-A-I-C methodology to continuously meet client requirements and achieve cost savings. Provides support to operations & support teams in terms of process consulting and analytics to determine process gaps and guide improvement efforts. Promotes the Six Sigma Mindset by training and coaching Six Sigma professionals (i.e. Yellow Belts, Green Belts) across the organization.
Job Responsibilities:
- Identifies process improvement opportunities across different verticals / programs / accounts.
- Implements process improvement projects using the Six Sigma D-M-A-I-C or LEAN methodology to continuously meet client requirements and achieve cost savings.
- Reviews and standardizes processes by implementing process management activities to meet service levels and optimize resources.
- Promotes the Six Sigma Mindset by training and coaching Six Sigma professionals (i.e. Yellow Belts, Green Belts) across the organization.
- Provides support to the organization in terms of process consulting and analytics to determine process gaps and guide improvement efforts.
- Supervises PI Analysts / PI Specialists in running process improvement projects, setting up goals and tasks and monitoring performance.
Qualifications:
- Bachelor’s Degree in Engineering / Statistics / Information Technology / Management or other relevant fields
- At least one of the following certifications: Six Sigma Green Belt, Lean Expert. COPC Registered Coordinator, ISO Certificaiton, is a plus - but not required.
- At least 5 years total working experience; 2 years experience in a supervisory capacity; 2 years experience in the Contact Center / BPO / IT industry
- Working knowledge of Six Sigma and/or other process improvement frameworks (i.e. LEAN, Kaizen, ISO, COPC, CMMI, ITIL); Strong Project Management Skills; Strong skills in the use of MS Office applications (i.e. MS Word, Powerpoint, Excel, Project, Visio), Proficiency in Minitab Statistical software
- Good supervisory and people management skills.
- Excellent oral and written communication skills.
- Presentation and Training skills.
- Problem-Solving, Decision-Making, Analytical Skills and Strategic Thinking
- Adaptive to changing work schedules and working hours
- Customer orientation.
- Results Oriented, Assertive, Diplomatic, Ethical, Professional.
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
