Process Engineer Jobs in Frisco, TX

Role: Channel Initiatives Specialist

Location: Frisco, TX - onsite

Contract

About 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 description:

- Identify root cause and determine recommendations to product process and training opportunities
- Leadership of multiple channel initiatives focused on call deflection and chat containment
- Use customer data from call/chat 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 decision-making
- Collaborate with other departments to ensure alignment and buy-in for product process and training improvement recommendations
- Quantify impact of pain points and recommended changes
- Oversee multifocused initiatives across the customer service organization
- Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors

About You candidate:

- 3+ years of experience in process and performance improvement using Lean Six Sigma principles
- 3+ years experience in program/project management
- Knowledge of customer service and call center operations
- Knowledge of data mining using AI tools (Copilot, Genie, etc.)
- Must have experience in planning, organizing, and executing projects related to customer service improvements
- Proficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.)
- Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
- Effective presentation skills with ability to translate data into actionable insights
- Independent thinker with focus on achieving organizational goals through process optimization
- Strong written and verbal communication skills for both customer and cross-functional audiences
- Experience managing programs with geographically dispersed teams
- Thrive in fast-paced dynamic environment with changing priorities
- Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
- Enjoy working in a collaborative and supportive work environment

Skills

Mandatory Skills: Change Management, Project Governance, Stakeholder Management, Lean Six Sigma principles (DMAIC, Kaizen)

Apply today or share profiles at priya@smartitframe.com