Process Excellence Specialist- Customer Care Operations

The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

As a Process Excellence Specialist – Customer Care Operations, you will play a key role in driving continuous improvement initiatives across our customer care operations. You will analyze, redesign, and optimize end-to-end processes, leveraging Lean methodologies, data analytics, and automation opportunities to improve operational efficiency, service quality, and customer experience. Working closely with cross-functional teams, you will help deliver scalable solutions that support business growth and operational excellence.

We're looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you'd excel in this role, we'd love to hear from you!

What you'll do

• Lead end-to-end process mapping and redesign initiatives for customer care operations, documenting current and future-state workflows.
• Identify process inefficiencies, operational bottlenecks, and opportunities to improve agent and customer experiences.
• Conduct root cause analysis and apply Lean Six Sigma methodologies to solve operational challenges and improve process performance.
• Analyze contact center performance metrics, including Average Handle Time (AHT), First Contact Resolution (FCR), Service Level Agreements (SLA), backlog, and Quality Assurance (QA) results, to identify improvement opportunities.
• Develop data-driven business cases and measure the impact of process improvement initiatives.
• Identify automation and AI opportunities within operational workflows and collaborate with automation teams to implement scalable digital solutions.
• Standardize operating procedures across teams and locations to ensure consistency and operational excellence.
• Lead or support cross-functional process improvement projects, ensuring successful delivery within agreed timelines and objectives.
• Engage with key stakeholders to drive adoption of new processes, tools, and continuous improvement practices.

What you'll bring

• Lean Six Sigma Green Belt certification or equivalent Lean certification.
• Proven experience in customer care, BPO, or contact center operations.
• Strong expertise in process mapping, process redesign, and continuous improvement methodologies.
• Excellent analytical, critical thinking, and problem-solving skills.
• Experience leading or supporting cross-functional projects from planning through implementation.
• Strong understanding of customer service operational metrics, including AHT, FCR, SLA, QA, and workforce efficiency.
• Experience identifying and implementing automation or AI-driven process improvements is an advantage.
• Knowledge of BPMN and experience using process mapping tools such as Signavio, Visio, or similar platforms.
• Excellent communication, stakeholder management, and presentation skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location:

BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

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