Business Process Owner - Contact Center

Job Description Insight Global is searching for a Business Process Owner Senior – Contact Center to own, optimize, and transform contact center processes. This role partners cross‑functionally to align process strategy with enterprise experience goals, drives data‑backed process improvements, manages risk and controls, and leads continuous improvement initiatives. The ideal candidate brings strong process ownership, change leadership, and contact center expertise to deliver measurable business impact beyond traditional operations support. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements 6+ years of total professional experience within a call center or Property & Casualty (Auto/ Property) claims environment, with demonstrated exposure to process improvement initiatives At least 2 years of recent experience (most recent roles) in a process improvement, process ownership, or business process-focused role Experience supporting, analyzing, and improving operational processes (end‑to‑end exposure preferred) Working knowledge of contact center technologies such as Workforce Management tools, ACD platforms, or speech/interaction analytics tools (e.g., Gridspace) Hands‑on experience with process mapping, process modeling, and documentation Exposure to Lean, BPM, Six Sigma, or similar continuous improvement methodologies Experience developing or supporting KPIs, performance monitoring, and basic risk/control management Insurance designations (AIC, CPCU, AIS) Leadership or people‑mentoring experience Property and/or auto claims experience Lean Six Sigma certification #J-18808-Ljbffr Insight Global