Continuous Improvement Manager

3 weeks ago

Cape Town, South Africa Webhelp Full time

**Job Advert**
“Without continual growth and progress, such words as improvement, achievement, and success have no meaning”

We’re in search for an individual with drive and purpose to join our ambitious team of thought leaders, to join our Cape Town team as our Continuous Improvement Manager on working on an exciting international campaign from our Cape Town office.

You should be practical thinking and have a passion for efficiency in all that you do. We want someone thorough, with a hawk’s eye for detail and enough foresight to get the job done in the most efficient and innovative way.

**What you’ll be doing**
- Implementing the operational methodologies in line with Webhelp’s strategic objectives and within the UK region standard operating models
- Working closely with the Operational Teams to drive consistency and fully embed the Webhelp way into their business area to avoid localised ways of working
- Delivering effective implementation approaches as to land and embed the required continuous improvement change initiatives
- Providing constructive contributions and integrating any agreed requirements effectively back into the UK region sites/campaigns
- 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
- Working alongside people, Group Central Services, Sales and Solutions to deliver toolkits that will support growth in the operation
- 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 to the WoW methodologies content and processes
- Representing the Continuous Improvement Team on wider Webhelp UK region projects or initiatives
- Producing status reports for key projects and benefits delivered
- Working with clients personnel to ensure alignment of content and key messages
- Regular interaction/communication with senior stakeholders, directors, project sponsors, Webhelp Global team members and Client personnel

**What you’ll need**
- Matric
- Min 2 years’ experience working in a project implementation/delivery role within a call centre operation or
- Min 2 years’ Operational Leadership experience within a call centre 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 centre environment
- Ability to deliver agreed programs of work and embed the core principles within agreed timeframes
- Experience in a project manager/delivery role with supporting qualifications (Prince2,Six Sigma or Agile) (Preferable)

After applying, you'll be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers

Job Reference: SA02005

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