Job Overview:

• The role is to drive continuous improvement within the operations to drive better efficiencies, quality and or cost reduction. It is a key part of achieving operational excellence, an approach that aims to make an organization’s processes more efficient. The individual will work collaborative with all key stakeholders to deliver against project deadlines. 

Job Responsibilities:

• Implementing the operational methodologies in line with business strategic objectives and standard operating models.
• Delivering effective implementation approaches as to land and embed the required continuous improvement change initiatives.
• End to end ownership of the delivery and embedding of methodology within the operation as set out by the leadership team.
• Identifying best practice initiatives as to create and deliver a full roll out plan to drive consistency and embedding of these across client portfolios, where relevant
• Reviewing processes and practices to identify continuous improvement opportunities.
• Creating and owning the governance models and frameworks to support the embedding of key methodologies.
• Managing and operating within the individual commercial agreements for each client/campaign
• Managing relationships with stakeholders where appropriate to ensure consistency and business commercial targets are optimised.
• Designing owning and delivering continuous improvements methodologies content and processes
• Producing status reports for key projects and benefits delivered
• Working with client’s personnel to ensure alignment of content and key messages.
• Regular interaction/communication with senior stakeholders, directors, project sponsors, Global team members and Client personnel.

Job Requirements:

• Matric
• Relevant tertiary qualification (Advantageous)
• BPO industry experience is essential

Skills Required:

• Min 2 years’ experience working in a project implementation/delivery role within a contact center operation or,
• Min 2 years’ Operational Leadership experience within a contact center operation with tangible examples of driving continuous improvement.
• Demonstrable experience of senior stakeholder management.
• Demonstrable experience of delivering tasks with multiple deadlines.
• Experience of delivering initiatives/projects within a call center environment.
• Ability to deliver agreed programs of work and embed the core principles within agreed timeframes.
• People management skills – both in managing a team, and the management of stakeholder at all levels of the organisation.
• Strong team player with the ability to motivate and inspire others.
• Ability to deliver to high quality under time pressure.
• Great organisation and attention to detail
• Experience in a project manager/delivery role with supporting qualifications (Prince2, Six Sigma or Agile) (Preferable)