Master Black Belt in Quezon City, NCR at SupportNinja

The Master Black Belt will be responsible for establishing a Center of Excellence (CoE) focused on continuous improvement, process efficiency, and operational excellence. This role will partner with key stakeholders across the contact center to design and implement lean methodologies, Six Sigma principles, and other process improvement frameworks to enhance customer experience, operational performance, and overall efficiency.

What does a day in the life as a Master Black Belt look like?

• Establish and lead a Center of Excellence (CoE) focused on process optimization and operational excellence within the contact center.
• Develop and maintain a comprehensive roadmap for process improvement initiatives aligned with business goals.
• Foster a culture of continuous improvement, collaboration, and innovation across the organization.
• Lead cross-functional teams to identify, prioritize, and execute high-impact process improvement projects.
• Drive the implementation of Lean, Six Sigma, and other process optimization methodologies to enhance operational efficiency and improve key performance indicators (KPIs), such as call handling times, customer satisfaction, and agent productivity.
• Collaborate with contact center leadership to analyze operational challenges and identify areas for improvement.
• Act as the process optimization subject matter expert, providing guidance and mentorship to Green Belts, Black Belts, and other staff.
• Use data analytics to track and assess the impact of process improvement initiatives.
• Develop KPIs and performance metrics to monitor the effectiveness of process changes and ensure sustainable improvements.
• Lead root cause analysis and problem-solving sessions to address process inefficiencies and challenges.
• Collaborate with the operations team to manage change effectively, ensuring smooth transitions and buy-in from stakeholders.
• Develop and deliver training programs to ensure the organization is well-equipped to sustain process improvements.
• Act as a champion for change, driving adoption of best practices across the contact center.
• Engage and collaborate with contact center leadership, operations managers, and frontline agents to understand operational needs and challenges.
• Present process improvement strategies and results to senior leadership and key stakeholders, ensuring alignment with business objectives.
• Serve as the liaison between the CoE and other departments to drive holistic improvements across the organization.

What are the required qualifications for a Master Black Belt?

• Master Black Belt Certification in Lean Six Sigma or equivalent
• Bachelor’s degree in Business, Operations Management, Engineering, or a related field; advanced degree preferred
• Minimum of 8-10 years of experience in process improvement, with at least 5 years in a leadership role within contact center operations or similar environments
• Proven track record of successfully implementing large-scale process improvements and building Centers of Excellence
• Strong understanding of contact center operations, including KPIs, customer experience metrics, and workforce management
• Expertise in Lean, Six Sigma, and continuous improvement methodologies
• Strong analytical skills and experience with data-driven decision-making
• Excellent communication, presentation, and leadership skills
• Ability to work cross-functionally and influence without direct authority
• Strong project management skills, with experience leading complex initiatives from inception to execution
• Proficiency in process mapping tools and data analytics platforms (e.g., Minitab, Power BI, etc.)
• Experience in process optimization in customer service or contact center environments
• Familiarity with digital transformation initiatives, including AI, automation, and self-service technology in contact centers

Core Competencies

• Process Improvement
• Six Sigma
• Analytical Thinking
• Leadership
• Data Analytics
• Decision-making
• Digital Innovation
• Results-Driven

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

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