We are seeking a highly analytical and data-driven Continuous Improvement Manager to play a critical role in enhancing the efficiency and effectiveness of our contact center operations. In this role, you will leverage your analytical skills and contact center expertise to identify opportunities for improvement, develop data-driven strategies, and drive impactful changes to enhance key metrics such as customer satisfaction, staff productivity, and cost-effectiveness. The ideal candidate will have a strong understanding of contact center processes, advanced analytical skills, and a proven track record of driving operational improvements.
Key responsibilities:
- Develop and implement strategies to optimize contact center processes, including call routing, workforce management, and quality monitoring programs amongst others.
- Analyze contact center data, deep dive into customer, performance, financial, invoicing and other relevant data to identify trends, patterns and areas of improvement.
- Identify automation opportunities, implement digital solutions, and leverage new/existing technologies to enhance efficiency, reduce costs, and improve customer experience.
- Analyze existing processes to identify bottlenecks, gaps, and areas for improvement to improve overall outcomes.
- Conduct root cause analysis to identify underlying issues impacting performance and recommend data-driven solutions to address them.
- Communicate findings to stakeholders and collaborate with cross-functional teams, including operations, training, and IT, to implement recommendations and drive continuous improvement.
- Design and implement test strategies to evaluate the effectiveness of the optimization initiatives.
- Develop and track key performance indicators to monitor the effectiveness of Optimisation initiatives and report on progress.
- Present findings and recommendations to stakeholders at all levels, clearly articulating the value and impact of proposed changes.
- Motivate and influence team members to identify process and system opportunities by fostering a culture of continuous learning, collaboration, and excellence.
