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Continuous Improvement Manager - Call Center

Washington, DC
  • Expired: January 20, 2022. Applications are no longer accepted.

Continuous Improvement Manager - Call Center

The Continuous Improvement Manager shall have experience in and be responsible for identifying and prioritizing opportunities to improve support for government agency and CCO by analyzing data from sources including, but not limited to, NDW, NGD, CSR feedback, customer satisfaction surveys, LMS, and Content Viewer. As needed, the Continuous Improvement Manager shall direct call listening and similar activities to identify the root causes of opportunities.

The Continuous Improvement Manager shall work closely with the Training and Content Managers to develop proactive solutions to improve support for CSRs, primarily through enhancements to training and content materials, but also including NGD, IVR, and government agency websites. The Continuous Improvement Manager shall monitor the implementation of approved solutions and assess performance outcomes against stated anticipated benefits through post-implementation analyses and report the results to government agency. US Citizenship required due to working with a government agency.

Required Skills:
Have a minimum of 10 years of experience in process improvement related to call centers;
Have experience planning, organizing, and directing complex analytical projects and reporting;
Possess knowledge and experience of call center environments in the healthcare field;
Have knowledge of various training and teaching methods, familiar with traditional and modern training processes;
Have knowledge of government agency policies and procedures; and,
Have in-depth knowledge of the program environment including operations, administration, and functionality.
The Continues Improvement Manager position requires dedicated attention to:
Contact center operations and procedures, NDW reporting and dashboards, CRM functionality, data from LMS and call recording software;
Planning, organizing, directing complex analytical projects and reporting;
Establishing effective, efficient, repeatable processes to ensure reports on CSR feedback, CSAT, and post-implementation activities are delivered on-time and error-free, including any quantitative and qualitative measures;
Explaining statistical information and data in plain language, both in written and oral presentations;
Applying data visualization best practices as needed to effectively convey key information graphically; and,
Coordinating with government agency to support any ad hoc analysis or reporting needs
Location and Benefits:
‪Benefits - Health Care, 401k, and Flex Time Off
In the event of further consideration by our firm, you must be prepared to undergo and pass:
‪A full background and favorable security clearance check by the U.S. Office of Personnel Management (OPM)
‪A background screening performed by our firm, contractor or authorized agent



Washington, DC
20005 USA



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