Job Description

About the job Continuous Improvement Manager
Continuous Improvement Manager (BPO/Call Center)
Our clients team has a vast in-depth knowledge gained from years of real world delivery in large private and public companies, including many household brands. Their expertise spans across process improvement, lean management techniques, operations technology delivery and enhancing customer experience. Our client's purpose is to support the growth of UK businesses and increase operational efficiencies, through the deployment of flexible, rapid and low cost solutions that deliver real business outcome
Role Overview
Our client is looking for a Continuous Improvement Manager to assess, monitor, and drive sustainable changes that improves performance across client operations in their offshoring environment. This person will analyse current processes and activities and develop recommended improvements as well as implement changes in operations in partnership with the business and our clients . This person will understand Lean and Six Sigma methodologies and other techniques to ensure we are adding as much value to our clients as possible by helping them optimize their operations
Key internal stakeholders for this role: COO, Operations Directors, Heads of Operations, Operations Managers, Project Manager, Client Solutions Director, Performance Director
Key external stakeholders for this role: Their clients
Location: Cape Town, South Africa
Candidate Location: South Africa
Work Type: Full-time
Job Type: Permanent
Salary: R25 000 - R50 000 CTC per month
Requirements

• Lean Six Sigma certifications (preferred)
• A University degree (optional)
• BPO Experience (continuous improvement)
• Strong problem-solving, organizational, and critical thinking skills
• Strong business analysis skills, especially in the areas of process improvement and re-engineering
• Ability to oversee and implement improvements to process and procedures ensuring that optimal levels of performance are achieved
• Ability to be organised and structured in delivery, with adaptability to meet changing demands
• Ability to perform complex tasks and to prioritize multiple projects
• Ability to set out, monitor and track benefits and outcomes
• Superior research, writing, and communication skills
• Exceptional interpersonal skills and the ability to interact and work effectively with senior stakeholders
• Adaptability, patience, empathy and resilience
• Commitment, high levels of internal motivation, and a positive attitude
• Genuinely excited to help us deliver brilliant service for their clients

• Strengthening our client operations by driving sustainable continuous improvement activities across the business
• Working with cross-functional teams to conduct root cause analysis and apply other Lean Six Sigma techniques to identify improvement opportunities in our client operations
• Lead efforts to implement sustainable improvement initiatives across client operations
• Lead workshops and projects to review processes and activities in order to build future continuous improvement roadmaps
• Building a bottom-up culture of continuous improvement across the business