Job Description
Process Improvement Manager – Federal Contact Center (Remote)
ITCON Services is a forward-thinking consulting firm delivering innovative technology and management solutions that help our federal clients achieve mission success. We pride ourselves on fostering a collaborative, high-performance environment where experienced professionals can make a meaningful impact.
ITCON is seeking an experienced Process Improvement Manager to lead continuous improvement initiatives for a large-scale federal contact center program. Working closely with program leadership, operations, quality assurance, training, workforce management, and government stakeholders, this role will identify opportunities to improve operational efficiency, agent performance, customer experience, and overall program effectiveness.
The ideal candidate is a data-driven problem solver with experience analyzing complex operations, identifying root causes, and implementing sustainable process improvements that deliver measurable results.
What You'll Do
- Lead continuous improvement initiatives designed to enhance contact center performance, operational efficiency, agent effectiveness, and customer experience.
- Analyze existing workflows, business processes, procedures, and operational data to identify inefficiencies, performance gaps, and opportunities for improvement.
- Conduct root cause analyses and develop actionable recommendations to address operational challenges.
- Design, implement, and monitor process improvement initiatives that produce measurable and sustainable results.
- Evaluate contact center performance data, trends, and customer interaction patterns to identify opportunities to improve service delivery.
- Establish and monitor Key Performance Indicators (KPIs) to measure the effectiveness and impact of process improvement initiatives.
- Analyze operational metrics such as service levels, quality performance, customer satisfaction, Average Handle Time (AHT), First Contact Resolution (FCR), and other applicable contact center performance measures.
- Develop reports, dashboards, presentations, and recommendations that clearly communicate findings, trends, risks, and improvement opportunities to program leadership and government stakeholders.
- Represent the contractor on the Process Improvement Council and provide data-driven insights, recommendations, and status updates on improvement initiatives.
- Partner with operations, quality assurance, training, workforce management, content, technology, and program leadership to develop and implement process improvements.
- Facilitate process mapping, workflow analysis, and improvement sessions with cross-functional teams and stakeholders.
- Support change management activities to ensure new processes, procedures, and operational improvements are effectively communicated, implemented, and adopted.
- Monitor implemented changes to evaluate effectiveness, identify unintended impacts, and make adjustments as necessary.
- Document current-state and future-state processes, recommendations, action plans, and measurable outcomes.
- Promote a culture of continuous improvement, innovation, accountability, and data-driven decision-making across the program.
What You Bring
- Demonstrated experience in process improvement, business process analysis, operational analytics, performance improvement, or related disciplines.
- Strong analytical skills with the ability to interpret operational data, identify trends, conduct root cause analysis, and translate findings into actionable recommendations.
- Proven experience designing and implementing process improvements that resulted in measurable operational or performance improvements.
- Experience developing and tracking KPIs and other performance measures.
- Experience with process mapping, workflow analysis, and process documentation.
- Ability to develop clear reports, presentations, dashboards, and recommendations for leadership and stakeholders.
- Experience working collaboratively with cross-functional teams to implement operational changes.
- Strong understanding of change management and the ability to support successful adoption of new processes and procedures.
- Excellent oral and written communication skills.
- Strong organizational, analytical, decision-making, and problem-solving skills.
- Ability to manage multiple priorities and improvement initiatives in a fast-paced, mission-critical environment.
- Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
Requirements
- 5+ years of professional experience in process improvement, operational analytics, business process analysis, performance improvement, or a related discipline.
- Experience supporting a large-scale contact center, customer service operation, or federal government program.
- Demonstrated experience identifying, implementing, and measuring process improvement initiatives that resulted in measurable outcomes.
- Experience analyzing operational performance data and translating findings into actionable recommendations.
- Experience developing and monitoring KPIs and performance metrics.
- High School Diploma or equivalent required.
- U.S. Citizenship required.
- Must be eligible to obtain and maintain the required government Public Trust clearance.
- Must reside within the continental United States, Alaska, Hawaii, or Puerto Rico.
Preferred Qualifications
- Bachelor's degree in Business Administration, Operations Management, Data Analytics, Industrial Engineering, or a related field.
- Experience analyzing contact center performance metrics, including service levels, AHT, FCR, quality, customer satisfaction, and workforce performance.
- Experience with Lean, Six Sigma, Kaizen, Agile, or other continuous improvement methodologies.
- Lean Six Sigma certification or similar process improvement certification.
- Experience with process mapping and data visualization/reporting tools.
- Experience working with contact center technologies, CRM platforms, workforce management systems, or performance reporting tools.
- Experience supporting change management initiatives within a large, complex organization.
- Experience collaborating directly with federal government stakeholders.
Why Join ITCON?
- Opportunity to support a mission-critical federal program serving a large customer population.
- High-impact role with the ability to directly influence operational performance, agent effectiveness, and customer experience.
- Opportunity to collaborate with federal stakeholders, program leadership, and cross-functional operational teams.
- Collaborative and supportive team environment.
- Competitive compensation and benefits.
- Professional development opportunities.
- 100% remote flexibility.
Equal Opportunity Employer
ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.
