Contact Center Process Improvement Specialist

We are seeking a Process Improvement Specialist to enhance the Contact Center experience for both employees and customers. This role focuses on optimizing workflows, tools, and customer service processes including bookings, flight changes, refunds, upgrades, and policy clarifications. The ideal candidate will collaborate with cross-functional teams, analyze existing processes, and implement solutions that improve efficiency and customer satisfaction.

Responsibilities:

1. Process Optimization & Innovation

• Analyze current Contact Center workflows to identify inefficiencies and improvement opportunities.
• Design and implement innovative solutions that balance employee usability and customer experience.
• Map current vs. future state processes to drive measurable enhancements.

2. Project Management & Execution

• Support key initiatives that improve agent tools, training, and customer interactions.
• Manage project timelines, budgets, and testing strategies for new processes/tools.
• Provide regular updates to leadership on project status and risks.

3. Cross-Functional Collaboration

• Partner with Contact Center leaders, IT, Training, and Change Management teams.
• Ensure solutions are practical and executable for frontline teams.
• Develop training materials, communications, and change management plans.