SUPPORT SERVICES GROUP?is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in 10 countries.
We are looking to fill a CSAT & Process improvement Lead position. This role will support our Panama site and will be working both on site and remotely.
Key Responsibilities: CSAT Management Monitor and analyze CSAT metrics and feedback to identify trends and improvement opportunities. Lead initiatives to enhance customer satisfaction and address key pain points. Collaborate with teams to implement action plans based on customer feedback. Regularly report on CSAT performance and present findings. Root Cause Analysis Conduct thorough root cause analyses for recurring issues affecting CSAT and operational performance. Develop and implement corrective actions to address identified root causes. Track and evaluate the effectiveness of implemented solutions. Process Improvement Identify inefficiencies in workflows and recommend process improvements to increase productivity and quality. Drive initiatives to streamline operations, reduce errors, and optimize customer service delivery. Use data-driven approaches and Lean or Six Sigma methodologies to implement changes. Standard Operating Procedures and Standardization Develop, update, and maintain comprehensive SOPs for all key processes. Ensure consistent application of procedures across teams and locations. Provide training and guidance to teams on new and existing processes. Collaboration and Leadership Work cross-functionally with Operations, Quality, Training, and other teams to align on objectives and ensure successful implementation of initiatives. Act as a point of contact for escalations related to CSAT or process improvement. Lead meetings, workshops, and training sessions to promote continuous improvement. Experience and Background: Experience in process analysis, optimization, and design Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen) Strong background in customer experience and customer feedback tools (CSAT, NPS) Proven leadership. Skills and Competencies: Strong analytical and data-driven decision-making skills Proficiency in process mapping and documentation. Strong problem-solving abilities Certifications and Education: Certifications: Lean Six Sigma (Green). Agile Scrum (preferred but not mandatory). Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.