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 i