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Process Improvement Program Manager

Req ID#:  74342

Puerto Princesa, PH

Process Improvement Program Manager


Summary of Primary Job Responsibilities

Represents and encourages a continuous improvement culture across the accounts. Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.

Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework. Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.  Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s). Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team. Recommends solutions and controls, and implementing approved recommendations. Ensures accurate quality measurements and tools are implemented within campaigns.


Principal duties include:

  • Meets all project goals (Quality, Delivery and Cost)
  • Identifies, tracks, and manages project tasks, and resolves project issues.
  • Proactively disseminates project information/reporting to all stakeholders.
  • Identifies, manages, and mitigates project risk.
  • Ensures that the overall project solution is of acceptable quality.
  • Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
  • Defines and collects metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.
  • Manages the overall work plan to ensure work is assigned and completed on time and within budget.


Education:  College degree in a business–related field or equivalent experience.


Experience Target:  Five years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.


Skills: Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations. Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team. Excellent technical (MS Project, Word, and Excel) and math/statistical skills.


Knowledge/Abilities:  Strong understanding of the call center industry and operations. Ability to work in a dynamic, fast-paced environment.  Understanding and ability to use statistical process analysis.  Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.  Understanding and ability to use math principles, charts and graphs.

Process Improvement Program Manager

Job Segment: Program Manager, Business Process, Lean Six Sigma, Call Center Manager, Call Center Supervisor, Management, Customer Service

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