Process Improvement Professional for Call Center (Six Sigma Greenbelt Certification Required)

Job Description:

Purpose of the Position

The Process Improvement Engineer II reports to the Process Improvement Manager and plays a key role in designing, analyzing, and leading process improvement and optimization initiatives. This position works across operational and support departments to assess workflows, evaluate process risks, and implement solutions using advanced analytical tools, Lean Six Sigma principles, and process engineering techniques. As a subject matter expert, the Engineer II leads complex improvement projects and helps drive innovation, efficiency, and scalability across the organization.

Education and Experience Preferences

• Bachelor's degree in a STEM field (or equivalent relevant experience) required.
• Six Sigma Green Belt certification (required); Black Belt preferred or in progress.
• 2-5 years of demonstrated experience successfully leading process improvement or engineering projects.
• Experience developing Standard Operating Procedures (SOPs) and system-level documentation (2-5 years).
• Proficiency in root cause analysis, process mapping, waste identification, and statistical analysis.
• Strong data analytics skills and familiarity with process simulation or modeling tools (e.g., Minitab, Power BI, Visio, or similar).
• Strong written and verbal communication skills across all organizational levels.
• Experience with document management systems, revision control, and BPO services preferred.

Duties and Responsibilities

• Lead the assessment, design, and implementation of process improvement and process engineering initiatives aligned with organizational goals.
• Perform advanced root cause analyses and use engineering methods to identify and resolve process inefficiencies.
• Develop and apply Lean Six Sigma methodologies and quantitative techniques to improve business performance.
• Collaborate with the EPMO to ensure sound project management practices across initiatives.
• Analyze complex datasets to drive improvement recommendations and develop predictive models or simulations when applicable.
• Lead development and refinement of SOPs and system documentation, including version control and review schedules.
• Serve as a key technical advisor and partner with process owners to implement sustainable solutions.
• Help deploy Traction's Entrepreneurial Operating System (EOS) strategies across core processes and metrics.
• Maintain a proactive, solution-focused approach to driving change across the organization.
• Provide coaching or mentorship to junior team members and cross-functional teams on continuous improvement tools and methods.
• Support document management efforts, including system improvements, review cycles, and change control.

Accountability/Measurement

• Deliver measurable business improvements using metrics, KPIs, and data-driven results.
• Ensure process improvements achieve quantifiable gains in efficiency, quality, and profitability.
• Reduce process variation and eliminate waste through standardization and automation.
• Build scalable solutions that enhance customer satisfaction and operational performance.
• Serve as a key technical resource and mentor to process owners and improvement teams.
• Communicate regularly with the Process Improvement Manager and senior leaders on progress, roadblocks, and outcomes.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.