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Remote Process Improvement Manager – Contact Center

Role overview

Qualifications

  • High School Diploma or equivalent experience
  • U.S. Citizenship required
  • 5+ years of experience in analytics, operations, or process improvement roles
  • Experience working in contact center or customer service call center required

Responsibilities

  • Identify opportunities to improve operational efficiency, agent performance, and customer experience
  • Develop and implement process improvement initiatives that drive measurable results
  • Leverage data and reporting to evaluate program performance and trends
  • Promote a culture of innovation, efficiency, and continuous improvement

About the company

ITCON Services logo

ITCON Services

IT Services & IT Consulting

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

IndustryIT Services & IT Consulting
Company size51 - 200

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Job description

Remote Process Improvement Manager – Contact Center (USCIS Program)

Drive Continuous Improvement for a Mission-Critical Federal Program

ITCON Services is seeking a data-driven and strategic Process Improvement Manager to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS).
In this role, you will lead initiatives that enhance both the customer and agent experience, using analytics, operational insights, and continuous improvement methodologies. You'll play a key role in identifying inefficiencies, recommending solutions, and driving measurable improvements across the program.

If you're passionate about optimizing processes, improving performance, and making a tangible impact—this is a great opportunity to do so in a mission-driven environment.

Why Join ITCON?
  • Support a high-visibility federal program that serves millions
  • Influence operational strategy and customer experience improvements
  • Collaborate with cross-functional teams and government stakeholders
  • Be part of a growing, innovation-focused organization
  • Access competitive benefits and professional development opportunities
What You'll Do

Process Improvement & Strategy
  • Identify opportunities to improve operational efficiency, agent performance, and customer experience
  • Develop and implement process improvement initiatives that drive measurable results
  • Analyze workflows, procedures, and performance data to identify gaps and recommend solutions
Analytics & Performance Optimization
  • Leverage data and reporting to evaluate program performance and trends
  • Establish and track key performance indicators (KPIs) to measure the impact of improvement efforts
  • Present findings and recommendations to leadership and stakeholders in a clear, actionable manner
Stakeholder Engagement
  • Represent the contractor in the Process Improvement Council, contributing insights and recommendations
  • Collaborate with operations, training, quality, and leadership teams to align improvement efforts with program goals
  • Support the implementation of new processes and ensure adoption across teams
Continuous Improvement Culture
  • Promote a culture of innovation, efficiency, and continuous improvement
  • Monitor the effectiveness of implemented changes and refine strategies as needed
What You Bring
  • High School Diploma or equivalent experience
  • U.S. Citizenship required
  • Ability to obtain and maintain required government clearance (if applicable)
  • 5+ years of experience in analytics, operations, or process improvement roles
  • Proven track record of successfully implementing process improvements that drive measurable outcomes
  • Strong analytical and problem-solving skills with the ability to translate data into actionable insights
  • Experience working in contact center or customer service call center required

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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