SUPPORT SERVICES GROUP is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in 10 countries. We are looking to fill a CSAT & Process improvement Lead position. This role will support our Panama site and will be working both on site and remotely. Key Responsibilities: CSAT Management + Monitor and analyze CSAT metrics and feedback to identify trends and improvement opportunities. + Lead initiatives to enhance customer satisfaction and address key pain points. + Collaborate with teams to implement action plans based on customer feedback. + Regularly report on CSAT performance and present findings. Root Cause Analysis + Conduct thorough root cause analyses for recurring issues affecting CSAT and operational performance. + Develop and implement corrective actions to address identified root causes. + Track and evaluate the effectiveness of implemented solutions. Process Improvement + Identify inefficiencies in workflows and recommend process improvements to increase productivity and quality. + Drive initiatives to streamline operations, reduce errors, and optimize customer service delivery. + Use data-driven approaches and Lean or Six Sigma methodologies to implement changes. Standard Operating Procedures and Standardization + Develop, update, and maintain comprehensive SOPs for all key processes. + Ensure consistent application of procedures across teams and locations. + Provide training and guidance to teams on new and existing processes. Collaboration and Leadership + Work cross-functionally with Operations, Quality, Training, and other teams to align on objectives and ensure successful implementation of initiatives. + Act as a point of contact for escalations related to CSAT or process improvement. + Lead meetings, workshops, and training sessions to promote continuous improvement. Experience and Background: + Experience in process analysis, optimization, and design + Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen) + Strong background in customer experience and customer feedback tools (CSAT, NPS) + Proven leadership. Skills and Competencies: + Strong analytical and data-driven decision-making skills + Proficiency in process mapping and documentation. + Strong problem-solving abilities Certifications and Education: + Certifications: Lean Six Sigma (Green). + Agile Scrum (preferred but not mandatory). Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.