About the Company
Teleperformance is a global leader in digitally integrated business services, connecting the biggest and most respected brands in the world with their customers. We offer advanced customer experience management services, back-office solutions, and digital transformation expertise. Our commitment to innovation and operational excellence ensures we deliver outstanding results for our clients and foster a dynamic environment for our employees.
Job Description
We are seeking a highly analytical and process-driven Workflow Optimizer with an Operations Management focus to join our team in Atlanta, GA. In this role, you will be instrumental in analyzing existing operational workflows, identifying inefficiencies, and designing optimized processes to enhance productivity, quality, and cost-effectiveness across our service delivery centers. You will work closely with operations managers, team leaders, and frontline staff to implement changes, monitor performance, and ensure continuous improvement within our contact center and back-office operations.
Key Responsibilities
- Conduct comprehensive analysis of current operational workflows, identifying bottlenecks, redundancies, and areas for improvement.
- Develop and propose innovative workflow optimization strategies and solutions to enhance efficiency, reduce costs, and improve customer satisfaction.
- Utilize data analytics and process mapping tools to visualize current state and design future state processes.
- Collaborate with operations, IT, and training teams to implement new workflows, technologies, and best practices.
- Develop and deliver training materials and conduct workshops for staff on new processes and tools.
- Establish key performance indicators (KPIs) to measure the effectiveness of implemented changes and report on progress.
- Monitor operational performance post-implementation and make data-driven adjustments to ensure sustained improvements.
- Stay abreast of industry best practices in workflow optimization, operations management, and customer experience.
- Lead small to medium-sized improvement projects from conception to completion.
Required Skills
- 3+ years of experience in workflow optimization, process improvement, or operations analysis, preferably within a BPO or contact center environment.
- Proven ability to analyze complex operational data and identify actionable insights.
- Strong understanding of Lean, Six Sigma, or other continuous improvement methodologies.
- Proficiency in process mapping tools (e.g., Visio, Lucidchart) and project management software.
- Excellent communication, presentation, and interpersonal skills.
- Advanced proficiency in Microsoft Excel (data analysis, pivot tables, VLOOKUP).
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
- Certification in Lean Six Sigma (Green Belt or higher).
- Experience with workforce management (WFM) systems and analytics.
- Familiarity with Robotic Process Automation (RPA) concepts and application.
- Project management certification (e.g., PMP, CAPM).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Professional development and career advancement opportunities.
- Employee assistance program.
- Employee discount programs.
- Dynamic and collaborative work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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