Continuous Improvement Manager
We are looking for a highly experienced Continuous Improvement Manager for growing UK brand. You will be driving process/ continuous improvement solutions across your area of the organisation, which spans 3 separate sites across the UK.
You must have a high analytical ability which will allow you to understand business metrics. You must be able to draw conclusions on these metrics, and in turn, have the strategic ability to then be able to look at the bigger business picture of driving improvements across your area of the business and beyond. You will own these actions and drive the required changes, influence senior stakeholders in turn leading to improved performance.
Directly manage & analyse customer related data, and draw conclusions leading to various improvement initiative recommendations and long term strategy.
Responsible for design & integration of LEAN continuous improvement
Liaise with the Global CS teams, to learn and implement best practices and to drive customer and performance improvements.
Communicate to the wider business about the LEAN CI vision and strategy for your area.
Provide the Customer Service Leadership team with a holistic view of customer performance and have the ability to identify the levers which will drive improvement.
Own the development of robust CI coaching and training processes to drive continuous improvements.
Essential Skills & Experience:
Experience of Continuous improvement preferably within a large contact centre, customer service environment
Highly analytical in experience, with a proven ability to analyse various data – with the following methodologies – LEAN - Six Sigma
Working closely with the Senior CIM
Ability to be able to work cross functionally across different business units to understand impacts of changes outside of the CI function.
Ability to be able to overcome adversity/resistance to change and influence others to drive the highest results.
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
Cactus Search is a niche UK specialist Call and Contact Centre recruitment business covering all Management disciplines including Sales, Telesales, Collections, Customer Service, Forecasting and Planning, Workforce Management, Process Improvement, Contact Centre Change, Project Management and Business Development. If you are seeking a career move and would like confidential discussions around industry opportunities do get in touch with one of our specialist team.