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Equal Opportunity Employer M/F/D/V

Reports to: Vendor Manager

Job Type: Full-time, in-office, 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316

Travel: Up to 50%

Benefits: 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within 1 month of start date

POSITION OBJECTIVE

As the Process Engineer, you will play a pivotal role in driving continuous improvement initiatives, managing vendor relationships, and overseeing project execution within the Center of Excellence. By leveraging your expertise, you will lead client efforts to enhance operational efficiency, ensure quality standards, and improve the customer experience. You will collaborate closely with cross-functional teams to identify areas for improvement, develop innovative solutions, and ensure seamless execution of projects.

CRITICAL SUCCESS BEHAVIORS

• Understands the contact center environment and the key levers to enhance performance and achieve client and financial targets
• Develop project plans, timelines, budgets, and ensure adherence to project milestones and objectives
• Proven track record of successfully managing projects from initiation to completion
• Results-oriented mindset with a focus on driving continuous improvement and achieving operational excellence
• Communicates clearly and effectively, both written and orally
• Excellent analytical, problem-solving, and decision-making skills

QUALIFICATIONS

The ideal candidate must possess:

• 5+ years of Business Process Outsourcing experience
• Strong Microsoft Office product proficiency (PowerPoint, Excel, Visio: experience using pivot tables, formulas, etc.)
• Experience presenting ideas and facilitating dialogue with senior executives to support business decisions
• Strong analytical and communication skills
• Capacity to manage numerous projects simultaneously
• Ability to work Monday-Friday 8:30 am-5:30 pm

• The ideal candidate would typically have:

• Experience and/or qualified in Lean/Six Sigma or different process improvement methodologies
• Knowledge of the cruise line industry