Contact Center Program Manager/Channel Initiatives Specialist

Job Title: Channel Initiatives Specialist 
Location: Hybrid, Frisco, TX (2-3 days)

Main Skills:Contact center , Program Management, Data Analyst AI , Business Analyst , Six Sigma , Voice, customer management 
These profiles are not working at all. We need people with hands-on data mining, process improvement, analytics, and problem-solving background. Should have knowledge of Lean/Six Sigma.

Job description:
Role Overview: 
As Client continues to evolve into a consumer-centric business, the Channel Initiatives Specialist plays a pivotal role in identifying and driving key programs to successfully uncover the root cause behind top customer and support expert pain points. In this role, the Channel Initiatives Specialist will be an important member of our Customer Service Team and will report to the Director of Voice of the Customer and Channel Initiatives.  
 
You will own our root cause channel initiative program ensuring customer service improvement initiatives are planned, aligned, and executed against business and customer objectives - with a focus on reducing costs from the business. In addition to the management of the larger program, you will also directly lead specific root cause initiatives. You will partner closely with Vendor Managers, Data Analysts, Quality Assurance, Product, Engineering, Fraud, Operations, and Marketing teams. 
 
Your goal is to ensure the successful management, implementation, and adoption of Client’s customer service root cause to ultimately deliver great experiences for customers worldwide while supporting long-term business growth. 

About the role:   
 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 multi-focused 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:    
 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