Process Improvement Lead

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Your Responsibilities

The Process Improvement Lead will own and manage a stream of incoming requests from customer facing agents and will work with internal and external tools and teams to provide a timely and accurate response. The Process Improvement Lead will create, update and help develop a workflow for a specific CIR process. This is a pivotal role in the customer support process and is a critical part of the end to end customer service delivery experience. The analyst will work closely with all key stakeholders especially the client and support the business. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast-moving environment.

• End to end process management (creating, updating, maintaining)
• Managing communication and project management when required.
• Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support
• Be an expert in escalation triage, validation and agent support
• Maintain contact with and manage communications appropriately with all stakeholders in the agreed process
• Use data to analyse trends and develop insights which will improve the process and provide a better agent and user experience
• Act as a subject matter expert for a specific process, CIR and suggest and implement process improvements
• Constant communication between ourselves and the internal teams and operating as the middleman between Agent and Internal Team for most cases that are escalated to the internal team.
• Use data to analyze trends and develop insights leading to improve the process and provide a better agent and user experience
• Provide targeted training to agents on process, products or services

Recommended Skills

• Strong product/ tools/ process knowledge.
• Process driven thinking and designing
• Experience in an online operation, project management or online escalations environment
• Maintains calm focus and communicates effectively
• Strong communicator and presentation skills
• Comfortable in managing escalations stakeholder
• Awareness of the importance of data and key performance metrics
• Ability to perform in a complex, high-stakes, fast-paced environment
• Drive escalations through defined process to resolution
• Drive change in an unstructured environment

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer