Process Improvement Lead

Conduct deep dive analysis of constraints that limit the organization's ability to respond to customer demands Work closely with the Customer Insight Lead and Customer Experience Manager in generating insights and recommendations that will positively impact the customer experienceServes as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technologyLead overarching process improvement initiatives including managing feedback loops on identified opportunities concerning people, systems, process and technology Helps drive innovation, continuous improvement and behaviour changes, all aimed at enhancing the customer experienceLead the execution of continuous improvement initiatives in the siteAssist in ongoing programs of work to drive the behavioural changes that are vital to increasing advocacy within the centreCoach site leadership teams on how to apply & manage with CI tools and methods Ensuring management information and reporting regarding business improvement results and improvement project status Support team leads to drive and embed customer advocacy behaviours inputting for effective learning outcomesProactively identify, analyze and improve existing business processes to meet goals and objectivesIntroduce process changes to improve the quality of a product or service, to better match customer and consumer needsAble to co-ordinate a best practice approach to shifting/transitioning, from a current state to a desired future state. Able to help change stakeholders to accept and embrace changes in their business environment Ability to use Continuous Improvement methodologies to identify problems, find root causes though qualitative and quantitative analysis and formulate solutions to achieve the best resultsProven ability to manage multiple cases/projects simultaneously; Excellent time management skills to meet required timeframes;Ability to multi-task and operate multiple work screens via screen based equipment and talking to the customer simultaneously;Ability to work within boundaries and process competently;Ability to follow structured processes and procedures within boundariesAbility to persuade/influence difficult clientsFully proficient in conversational English proven by the ability to read, write, speak and comprehend EnglishAwareness of Contact Centre Operations in a fast paced, highly structured and monitored environment;Awareness of the telecommunications industry and basic knowledge of broadband products and internet technologiesA good understanding of the business and its customer baseQualifications