Process Excellence Specialist

Labcorp • Durham, NC

2d • Hybrid

About The Position

Labcorp is seeking a hybrid Process Excellence Analyst. Work Schedule Hybrid work schedule: Work in Burlington or Durham, NC office 3 days per week. Days: Monday through Friday Hours: 8 am to 5 pm The role may work across time zones as needed Up to 20% travel may be expected depending on project Occasional on-call duty for the enterprise may be required Job Responsibilities The position is not eligible for visa sponsorship Leads operational readiness assessments for acquired organizations, identifying gaps in processes, systems, access, and technology. Develops and executes integration playbooks tailored to CCC functions (e.g., case management, telephony workflows, QA, training, reporting). Coordinates Day 1 and stabilization plans to ensure continuity of service and fully prepared customer‑facing staff. Partners with CCC Technology & Support leaders to ensure system access, workflows, and performance tools, training (e.g., case management, WFO, telephony) are aligned and functioning for employee teams. Maps current‑state processes from new team and identifies opportunities for alignment, simplification, and standardization. Designs future‑state workflows and SOPs that fit the CCC operating model and meets enterprise compliance standards. Works with operational leaders to eliminate redundancies, streamline handoffs, and promotes scalable processes across divisions. Defines and tracks integration KPIs, including onboarding readiness, SLA performance, process adoption, call quality metrics, and productivity. Monitors early performance trends during integration; identifies risks and corrective actions. Surfaces insights to leadership on improvement opportunities, synergies, or operational constraints. Drives change management plans that ensure smooth adoption of new processes, tools, and workflows. Facilitates workshops, training sessions, and processes walkthroughs with relevant teams and CCC leaders. Serves as a central liaison between new teams, operational leaders, Technology & Support, HR onboarding, WFO/COE, and compliance partners. Develops integration SOPs, knowledge assets, onboarding guides, process maps, and training materials. Ensures all new processes are thoroughly documented, accessible, and incorporated into the CCC’s knowledge ecosystem. The Clinical Contact Center (CCC) is undergoing significant transformation as we virtualize our centers and integrate teams from around the enterprise and acquired businesses into a single, customer‑centric operating model. The Process Excellence Specialist plays a critical role in ensuring each team is successfully transitioned into the CCC environment with minimal disruption, maximum efficiency, and full alignment to our standardized processes, technologies, and performance expectations.

Requirements

• Associate’s degree in Business, Operations, Process Improvement, Engineering, or a related field.
• 3 years or more experience in process improvement, business integration, operational excellence, M&A readiness, or management consulting.
• Experience with contact center workflows, Periscope, case management systems, CRM, or telephony environments.
• Understanding of how systems access, onboarding, reporting, QA, and WFO tie into contact center performance.
• Familiarity with M&A integration models, operational synergy planning, or large-scale transformation efforts.
• Experience connecting operational improvements to financial or productivity outcomes.
• Demonstrated ability to manage employee onboarding with fully prepared systems, training, and access.
• Proven capability to rapidly stabilize performance KPIs during integration of new teams.
• Strong competency in driving adoption of standardized processes across diverse and newly integrated organizations.
• Experience delivering measurable efficiency gains and reducing operational friction to enhance customer and agent experience.
• Expertise in developing comprehensive documentation, SOPs, and knowledge assets for seamless integration.
• Ability to build leadership confidence through consistent, high‑quality integration execution and readiness outcomes.
• Exceptional communication, facilitation, and influencing skills across all levels.
• Ability to lead without authority in a fast-changing, ambiguous environment.
• Hands-on experience with Lean, Six Sigma, or continuous improvement methodologies
• Strong process mapping and analysis capabilities (Visio, Lucidchart, Miro, etc.).

Nice To Haves

• Bachelor degree in Business, Operations, Process Improvement, Engineering or a related field.
• Six Sigma Green Belt Certification

Responsibilities

• Leads operational readiness assessments for acquired organizations, identifying gaps in processes, systems, access, and technology.
• Develops and executes integration playbooks tailored to CCC functions (e.g., case management, telephony workflows, QA, training, reporting).
• Coordinates Day 1 and stabilization plans to ensure continuity of service and fully prepared customer‑facing staff.
• Partners with CCC Technology & Support leaders to ensure system access, workflows, and performance tools, training (e.g., case management, WFO, telephony) are aligned and functioning for employee teams.
• Maps current‑state processes from new team and identifies opportunities for alignment, simplification, and standardization.
• Designs future‑state workflows and SOPs that fit the CCC operating model and meets enterprise compliance standards.
• Works with operational leaders to eliminate redundancies, streamline handoffs, and promotes scalable processes across divisions.
• Defines and tracks integration KPIs, including onboarding readiness, SLA performance, process adoption, call quality metrics, and productivity.
• Monitors early performance trends during integration; identifies risks and corrective actions.
• Surfaces insights to leadership on improvement opportunities, synergies, or operational constraints.
• Drives change management plans that ensure smooth adoption of new processes, tools, and workflows.
• Facilitates workshops, training sessions, and processes walkthroughs with relevant teams and CCC leaders.
• Serves as a central liaison between new teams, operational leaders, Technology & Support, HR onboarding, WFO/COE, and compliance partners.
• Develops integration SOPs, knowledge assets, onboarding guides, process maps, and training materials.
• Ensures all new processes are thoroughly documented, accessible, and incorporated into the CCC’s knowledge ecosystem.

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree