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Continuous Improvement Specialist
2 weeks ago
My client is looking for a Continuous Improvement Specialist to join the Contact Centre Process Management Team to help solve business wide problems that'll deliver improved experiences and outcomes for both associates and customers.
This role will also play a key role in supporting the management of ongoing performance of the contact centre processes and ensuring that they are
well managed and controlled.
**Responsibilities**
- Reviewing processes end-to-end, through the eye of the business, customers and other key stakeholders, and introducing innovation into the process with impactful results
- Use a variety of methodologies, techniques and tools to define, manage and improve
- processes such as Business Process Management, Lean, and Six Sigma
- Utilise a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation
- Driving change and efficiencies to create better experiences for our customers Collaborating with process owners and different teams across the organisation
- Supporting projects by partnering with technology and suppliers to ensure processes are efficient and focus on key business objectives
- Demonstrate your ability to complete root cause analysis to gain insights and solve problems for the business.
- Responding quickly to rapidly changing market conditions and improving business
- processes, by eliminating waste and enhancing quality
**Skills, Experience & Qualifications**
- Strong in-built analytical mind-set, a high level of numerical ability which enables you to quickly spot trends and opportunities in raw data
- Experience of using a structured methodology such as LEAN or Six Sigma
- Process improvement or continuous improvement experience
- Ability to work cross-functionally with lots of stakeholders to drive critical business decisions
- The ability to combine business experience and insights from a range of sources to make effective recommendations.
- Experience in a contact centre environment preferable
