Consultant, Process Improvement in Leon, GTO, MX at TTEC

Date Posted: 4/11/2018

Job Snapshot

Job Description

The Process Improvement Consultant is a full-time employee who will oversee TTEC’s process improvement initiatives (STEP – Success Through Enhanced Performance) and documentation of best practices (GBOG - Global Business Operations Guide).  Responsible for consulting with customer management centers (CMCs) and clients, assessing TTEC’s operational model and recommending strategies to leverage best practices.
Essential Duties & Responsibilities :

  • Lead global STEP implementation.  Provide recommendations and guidance to help improve future client programs, initiating STEP/Six Sigma teams where warranted.
  • Lead the creation, maintenance and global deployment of the GBOG housing TTEC process standards and best practices for all departments to ensure consistent methodology and standardize organization requirements.  Design and support audit process against the Global Business Operations Guide. 
  • Oversees and ensures support of Process Improvement projects including coaching and training onsite resources.  Support process mapping and other related process documentation for new client project implementations.
  • Coach and manage team to performance metrics and develops individual team members.  Lead and direct departmental improvements i.e. tools, templates, processes.
  • Collaborate with Finance to ensure linkage of process improvement program to client profitability.
  • Develop communication and recognition plans for STEP & GBOG programs.  Develop and maintain reports that enable the management of continuous performance improvement and operational excellence.
  • Supports departmental improvements i.e. tools, templates, processes        

Job Specifications :

  • BA/BS or equivalent experience, MBA preferred
  • Certification as Six Sigma Black Belt or Master Black Belt highly desirable
  • Experience in process improvement methodology
  • Experience managing cross-functional teams
  • Experience in process improvement methodology
  • Experience in call center industry
  • Proficient in Microsoft Windows applications (Word, Excel, Powerpoint, Outlook)
  • Proficient in Visio and Minitab

Who We Are :
TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients.  Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TTEC (formerly TeleTech)’s business processes and operations.


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