Job Description

Locations

• Henderson, Nevada, United States

Salary

Salary not disclosed

Skills Required

• Six Sigma methodologiesintermediate
• process improvement frameworksintermediate
• root cause analysisintermediate
• data for decision-makingintermediate
• project managementintermediate
• identifying automation opportunitiesintermediate
• driving operational efficiencyintermediate
• deep-dive analysesintermediate
• analytical approachesintermediate

Required Qualifications

• Bachelor’s Degree in Business, Operations, or a related field, or equivalent experience (experience)
• Minimum of 5 years of experience in change management, process improvement, or operations within a call center environment (experience, 5 years)
• Proven expertise in Six Sigma methodologies and process improvement frameworks (experience)
• Extensive experience in call center operations or customer support environments (experience)
• Strong analytical skills with the ability to conduct root cause analysis and leverage data for decision-making and excellent project management skills with a track record of delivering results under tight timelines (experience)
• Proficiency in identifying automation opportunities and driving operational efficiency (experience)

Responsibilities

• Lead strategic initiatives by anticipating risks, developing contingency plans, and championing ECS priorities in cross-departmental discussions
• Build strong partnerships across teams, educate stakeholders on ECS operations, and identify win-win opportunities for streamlined workflows
• Identify and advocate for automation opportunities, process simplifications, and customer self-service solutions with data-backed problem statements, and conduct deep-dive analyses and root cause investigations to address operational inefficiencies and educate partners on analytical approaches
• Manage complex projects by organizing actionable plans, creating urgency, and ensuring timely delivery of ECS objectives
• Design and test pilot programs to evaluate new processes or solutions, ensuring measurable improvements in efficiency and quality
• A strong focus on improving the CSAT score, understanding the issues for low scores and putting together a plan for improvement
• Act as a trusted advisor by demonstrating professional maturity and reliability in resolving issues and driving operational excellence

Benefits

• general: Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• general: Family-building, fertility, adoption and surrogacy benefits
• general: Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• general: Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• general: Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• general: 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• general: Company paid Basic Life, AD&D, short-term and long-term disability insurance
• general: Employee Assistance Program
• general: Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• general: Back-up childcare and parenting support resources
• general: Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• general: Weight Loss and Tobacco Cessation Programs
• general: Tesla Babies program
• general: Commuter benefits
• general: Employee discounts and perks program

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