Remote Process Improvement Manager Contact Center

Remote Process Improvement Manager – Contact Center (USCIS Program) Drive Continuous Improvement for a Mission-Critical Federal ProgramITCON Services is seeking a data-driven and strategic Process Improvement Manager to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS). In this role, you will lead initiatives that enhance both the customer and agent experience, using analytics, operational insights, and continuous improvement methodologies. You'll play a key role in identifying inefficiencies, recommending solutions, and driving measurable improvements across the program.If you're passionate about optimizing processes, improving performance, and making a tangible impact—this is a great opportunity to do so in a mission-driven environment.Why Join ITCON?Support a high-visibility federal program that serves millionsInfluence operational strategy and customer experience improvementsCollaborate with cross-functional teams and government stakeholdersBe part of a growing, innovation-focused organizationAccess competitive benefits and professional development opportunitiesWhat You'll Do Process Improvement & StrategyIdentify opportunities to improve operational efficiency, agent performance, and customer experienceDevelop and implement process improvement initiatives that drive measurable resultsAnalyze workflows, procedures, and performance data to identify gaps and recommend solutionsAnalytics & Performance OptimizationLeverage data and reporting to evaluate program performance and trendsEstablish and track key performance indicators (KPIs) to measure the impact of improvement effortsPresent findings and recommendations to leadership and stakeholders in a clear, actionable mannerStakeholder EngagementRepresent the contractor in the Process Improvement Council, contributing insights and recommendationsCollaborate with operations, training, quality, and leadership teams to align improvement efforts with program goalsSupport the implementation of new processes and ensure adoption across teamsContinuous Improvement CulturePromote a culture of innovation, efficiency, and continuous improvementMonitor the effectiveness of implemented changes and refine strategies as neededWhat You BringHigh School Diploma or equivalent experienceU.S. Citizenship requiredAbility to obtain and maintain required government clearance (if applicable)5+ years of experience in analytics, operations, or process improvement rolesProven track record of successfully implementing process improvements that drive measurable outcomesStrong analytical and problem‐solving skills with the ability to translate data into actionable insightsExperience working in contact center or customer service call center required#J-18808-Ljbffr