Process Improvement Engineer

Role: Channel Initiatives Specialist Location: Frisco, TX - onsiteContractAbout Smart IT Frame:At Smart IT Frame, we connect top talent with leading organizations across the USA. With over a decade of staffing excellence, we specialize in IT, healthcare, and professional roles, empowering both clients and candidates to grow together.Job descriptionIdentify root cause and determine recommendations to product process and training opportunitiesLeadership of multiple channel initiatives focused on call deflection and chat containmentUse customer data from callchat transcripts survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decisionmakingCollaborate with other departments to ensure alignment and buyin for product process and training improvement recommendationsQuantify impact of pain points and recommended changesOversee multifocused initiatives across the customer service organizationInterface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendorsAbout You candidate3+ years of experience in process and performance improvement using Lean Six Sigma principles3+ years experience in programproject managementKnowledge of customer service and call center operationsKnowledge of data mining using AI tools Copilot Genie etcMust have experience in planning organizing and executing projects related to customer service improvementsProficient in Lean Six Sigma principles DMAIC Kaizen etcStrong analytical skills with ability to leverage and interpret data to drive decisions and measure the impactEffective presentation skills with ability to translate data into actionable insightsIndependent thinker with focus on achieving organizational goals through process optimizationStrong written and verbal communication skills for both customer and crossfunctional audiencesExperience managing programs with geographically dispersed teamsThrive in fastpaced dynamic environment with changing priorities Proactive in improvement opportunity identification and driving continuous enhancement of processes and performanceEnjoy working in a collaborative and supportive work environmentSkillsMandatory Skills : Change Management, Project Governance, Stakeholder Management, Lean Six Sigma principles DMAIC KaizenApply today or share profiles at