Process Improvement Specialist for Awesome CX by Transcom - Davao

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Process Improvement Specialist for our Awesome CX by Transcom Davao site. This role will focus on optimizing customer care processes within the BPO partner’s operations by aligning them with the brand’s quality standards and strategic goals, while driving workflow improvements, efficiency, and collaboration.

Join our Awesome CX by Transcom Family as a Process Improvement Specialist

Key Responsibilities

Process Evaluation and Alignment:

1. Assess current customer care processes within the BPO setup to ensure alignment with the brand’s objectives, policies, and KPIs.
2. Identify inefficiencies and recommend process improvements that adhere to the brand’s quality and operational standards.

Collaboration with Brand Partner:

1. Act as the primary liaison between the brand and the BPO partner for all process improvement initiatives.
2. Ensure consistent communication with the brand’s stakeholders to prioritize and align on process improvement objectives.
3. Provide regular updates and insights to the brand on process enhancements and performance metrics.

Improvement Planning and Implementation:

1. Design and implement scalable and measurable process improvements that enhance service quality and operational efficiency.
2. Partner with BPO leadership to pilot new workflows, tools, or methods, ensuring smooth transitions and minimal disruptions.

Training and Change Management:

1. Collaborate with the BPO training team to roll out updated procedures, tools, and best practices.
2. Support the change management process to ensure BPO staff adoption and sustained improvements.

Technology Optimization and Integration:

1. Review the BPO partner’s technology stack (CRM, customer contact methods (chat/email/voice), AI tools) and identify opportunities for optimization in line with the brand’s preferred systems.
2. Coordinate with the brand’s IT and operations teams to implement integrated solutions.

Performance Monitoring and Reporting:

1. Define and monitor KPIs to evaluate the success of implemented process improvements, focusing on metrics such as customer satisfaction, first-contact resolution, and operational efficiency.
2. Provide detailed reports to both the BPO partner and the brand, showcasing progress, challenges, and recommendations.

Continuous Improvement Culture:

1. Foster a collaborative, customer-centric culture of continuous improvement within the BPO team.
2. Organize joint workshops, brainstorming sessions, and training programs to promote engagement and drive sustained results.

What we are looking for:

To be successful in this role you must have…

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).
• 1–5 years of experience in process improvement, ideally in a BPO or outsourced customer care environment.
• Demonstrated experience in collaborating with brand partners and cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to manage complex, cross-company processes.
• Expertise in process improvement methodologies such as Six Sigma, Lean, or Kaizen.
• Proficiency in tools like Microsoft Office Suite, process mapping software, and data analytics platforms.
• Excellent communication, negotiation, and interpersonal skills to collaborate across organizational boundaries.
• Customer-centric mindset with a strong focus on delivering brand-aligned service.
• Ability to build strong relationships with both BPO and brand stakeholders.
• Adaptability to work across different organizational structures and cultures.
• Strong project management and change management skills.
• Lean Six Sigma (Green Belt or higher) or similar certifications are a plus.

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Life size chess board
• Putting green
• Waterfalls
• Dance and yoga studio
• Pingpong tables
• Cafes
• Collaborative Workspaces
• Dog friendly

Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Year end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they’re welcome. Just think about it - bring your dog to work every day, everyday!

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!