Business Process Owner

Business Process Owner at Insight Global Business Process Owner at Insight Global in Garland, Texas Posted in 11 days ago.

Type:

full-time

Job Description:

Day-to-Day Insight Global is seeking a strategic and hands-on Business Process Owner to own, optimize, and transform complex contact center processes for a leading financial services company. This role partners cross-functionally to align process strategy with enterprise experience goals, drives data-backed improvements, manages risk and controls, and leads continuous improvement initiatives. The ideal candidate brings strong process ownership, change leadership, and deep contact center expertise to deliver measurable business impact beyond traditional operations support.

Responsibilities:

Own end-to-end contact center business processes, including design, testing, implementation, and optimization. Continuously assess process performance to identify efficiency, quality, and customer experience improvements. Ensure processes are scalable, compliant, and aligned with enterprise experience strategies. Develop, monitor, and manage KPIs, control limits, and operational risk indicators. Use data, reporting, and analytics to drive performance improvements and operational efficiencies.

Must Haves:

3+ years of experience in business process ownership, consulting, or process engineering/optimization. Previous experience owning and improving complex contact center processes. Experience with contact center technologies such as Workforce Management software, Gridspace, or Auto Call Distributors. Hands-on experience with process mapping, modeling, and documentation. Strong KPI development, performance monitoring, and control management experience.

Plusses:

Insurance designations such as AIC, CPCU, or AIS. Leadership or people-mentoring experience. Property and/or auto claims experience. Lean Six Sigma certification.