What are the responsibilities and job description for the Process Improvement Lead position at acquireai?
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Role: Process Improvement Lead Department: Night Shift Operations Reports To: Senior/ Operations Director/Operations Vice President Role Purpose The Process Improvement Lead is a proactive operational change agent responsible for identifying opportunities, solving inefficiencies, and driving scalable improvements across the business. This role is expected to think ahead of operational challenges, challenge traditional ways of working, and continuously seek value-add opportunities that improve efficiency, quality, customer experience, and business scalability. The ideal candidate is highly curious, analytical, action-oriented, and an exceptional communicator who can influence teams, simplify complexity, and turn ideas into measurable operational impact. Key Responsibilities Data Analysis and Reporting • Proactively gather, interpret, and analyze operational data to identify trends, risks, gaps, and business opportunities. • Create dashboards, scorecards, and executive-level analytical reports to support data-driven decision-making. • Develop and maintain performance tracking tools covering key BPO KPIs such as: AHT SLA CSAT QA Attendance Productivity Occupancy Shrinkage Attrition RPH/TPH Revenue Utilization Schedule Adherence Resolution Time / Cycle Time • Conduct variance analysis, forecasting reviews, and root cause analysis to explain performance deviations and recommend corrective actions. • Translate complex operational data into actionable business insights for leadership teams. Business Process Improvement • Proactively map, evaluate, and challenge existing business processes to identify inefficiencies, bottlenecks, and improvement opportunities. • Lead operational improvement initiatives focused on automation, simplification, scalability, and standardization. • Partner closely with Operations, WFM, Quality, Training, OPEX, and Support Teams to drive measurable operational improvements. • Apply RCA methodologies such as 5 Whys, Fishbone, Pareto, and trend analysis to solve operational issues. • Track and validate the effectiveness of improvement initiatives through measurable KPI impact and sustainability controls. • Continuously identify opportunities to stay ahead of operational risks, client expectations, and business growth requirements. Stakeholder Management • Work independently with Operations and Support Teams to gather requirements, challenge assumptions, and recommend strategic improvements. • Participate in internal and client-facing business reviews, calibration sessions, and operational discussions. • Communicate insights effectively through dashboards, presentations, storytelling, and executive summaries. • Act as a trusted advisor to leadership by proactively surfacing operational risks and value-add opportunities. Project and Initiative Support • Support rollout of operational initiatives, pilots, process redesigns, and client-driven projects through data validation and KPI monitoring. • Ensure all initiatives have clear success metrics, ownership, timelines, and measurable outcomes. • Document business requirements and maintain alignment between operational and technical teams. • Proactively monitor implementation risks and ensure post-launch sustainability. Qualifications • 2–4 years of experience in Business Analysis, Operational Excellence, Reporting, Workforce Analytics, or Process Improvement within a BPO/shared services environment. • Strong understanding of BPO operational metrics, workforce drivers, and client expectations. • Expert-level proficiency in Excel (advanced formulas, pivot tables, lookups, macros, Power Query preferred). • Experience with Power BI, Tableau, Looker Studio, SQL, automation tools, and AI platforms such as Claude or ChatGPT. • Strong communication, presentation, and stakeholder management skills. • Six Sigma / Lean certification is highly preferred. Core Competencies • Analytical Thinking and Problem Solving • Operational Excellence Mindset • Business and Commercial Acumen • Process Optimization and Automation • Data Visualization and Storytelling • Executive Communication • Strategic Thinking • Curiosity and Continuous Improvement • Strong Accountability and Ownership • High Attention to Detail • Ability to Work Independently with Minimal Supervision Expected Profile • Highly proactive and naturally curious. • Does not require constant direction or handholding. • Continuously looks for gaps, risks, inefficiencies, and opportunities to improve the business. • Challenges the status quo and brings forward innovative ideas. • Strong communicator who can influence leaders and operational teams. • Obsessed with finding smarter, faster, and scalable ways of working. • Operates with urgency, ownership, and a solution-oriented mindset. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/