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Process Improvement Consultant - Cincinnati, United States - Great American Insurance Company
Description
Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group.We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed.
With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.
At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results.
Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.
Great American's Specialty Equipment Services division is currently searching for a Process Improvement Consultantto advise our service operations teams.This role will report directly to our Vice President of Operations and will work with managers to identify opportunities, develop strategies, and lead projects focused on automation, process improvement, and employee/customer experience.
The initial focus of the role will be bringing new strategies to our Customer Contact Center, which supports document processing, inbound/outbound calls, and email responses in support of insurance tracking.
They will also develop and implement best practices through involvement in industry associations and by managing relationships with vendors and suppliers that can provide solutions to improve our business.
The team is seeking an individual who is passionate about process improvement, collaboration, and positive change. The ideal candidate will reside in Bellevue, WA working a hybrid schedule.However, the team is also open to a candidate who resides in the Cincinnati Metropolitan area and has the ability to work a hybrid schedule out of the Cincinnati, OH headquarters.
Responsibilities:
Collaborate with business leaders to identify, design, and manage execution of innovation and improvement projects across business operations.
Engage with contact center leaders and relevant industry associations to develop new strategies to improve customer experience and operational efficiency.
Identify opportunities to transform service solution model from teleservice/manual/batch to online/automated/real time to improve Customer Experience.Lead strategic projects to drive business strategies.
Coordinate the implementation of new processes and technologies.
Create metrics and audit processes to ensure established KPIs are met and process improvements are sustained.
Develop models for planning and forecasting contact center workload and staffing.
Manage vendor, supplier and consultant relationships and contracts related to new operational technologies and services.
Act as liaison with corporate services that support divisional operations.
Qualifications
Required
Bachelor's degree
Experience analyzing and reporting on operational data
Experience leading process improvement projects
Strong communication skills
Ability to travel between company offices, vendor sites, and industry conferences approximately 35% of the time.
Preferred
5+ years' experience in a customer service/call center environment
3+ years' experience supervising call center or other service operations staff
Experience managing engagements with consultants and outsourcing companies
Knowledge of call center best practices, metrics, and KPIs
Knowledge of call center technologies
Lean or Six Sigma Certifications
Business Unit
Specialty Equipment
Salary Range
$110, $130,000.00
Benefits
We offer competitive healthcare, retirement, and paid time off benefits for full-time and part-time benefit eligible employees.
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