Views

applicant

THE COMPANY

This is multi-site operation is looking for an experienced Process Improvement Manager who is required to manage the workflow and output across the team whilst conducting Customer Care maintenance activities, managing in-life issues through to resolution, process re-engineering / Lean methodology / Management of workflow requests (impact / prioritisation) to implement improvement / Opex reduction initiatives and projects using the appropriate delivery channels

THE ROLE

• You will act as the lead for a team responsible for identifying and delivering change opportunities across the Customer Care division

• Reduce or remove operational costs whilst maintaining or improving the existing customer experience

• Manager the end-to-end implementation of new and existing processes, fully understanding the concept of waste reduction along with ability to remote manage

• Ability to influence decisions and negotiate at all levels including Key Stakeholder Management across all direct channels within the Contact Centre at various sites

• Provide mentoring and coaching support for team members and assists with their development

• Drives regular assessment activities to ascertain call and complaint drivers and identify service improvement opportunities

• Focuses on actively reducing or removing opex costs through call, complaint, AHT reduction and improving customer experience and first call resolution

KNOWLEDGE AND EXPERIENCE

• The individual who will undertake this position must be vastly experienced in Process Management – be able to take an Analytical / Strategic view and be articulate in re-engineering current processes in place and identify business improvements

• Experienced in carrying out day-to-day activities that are linked to Customer Care and cross-divisional strategies and support delivery of the company vision

• Competent at prioritising workload and recognising skills required to deliver activity

• You must be able to remote manage – moving around the UK as and when required to meet with your team and Key Stakeholders as and when required

• Previous experience / knowledge of working with Six Sigma / Lean Methodology would be a distinct advantage

• Change Management – previous experience of managing change through people, process and technology

NEXT STEP

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.