Continuous Improvement Manager (Remote)
| Reference | 804103059 | |||
| Sector | Customer Service | Call Centre Jobs | |||
| Salary | £50000 per annum | |||
| Town/City | Remote work | |||
| Locations | Greater Manchester, North West, UK | |||
| Job Type | Permanent | |||
| Date Posted | 1st Sep | |||
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Job Description |
| Are you passionate about driving meaningful change and delivering exceptional customer experiences? We’re looking for a Continuous Improvement Manager to join our dynamic team, with a laser focus on improving processes, performance, and customer outcomes in our Contact Centre and broader CX environment. This is a REMOTE role, however, you must be in the UK now with a valid working visa. This is a high-impact role where you’ll partner with operational leaders, front-line teams, and cross-functional stakeholders to identify, design, and implement improvements that enhance efficiency, reduce customer effort, and boost satisfaction. Key Responsibilities - Lead and manage continuous improvement initiatives across the Contact Centre and CX functions using Lean, Six Sigma, and other methodologies. - Analyse performance data and customer feedback to identify improvement opportunities and root causes of inefficiencies or dissatisfaction. - Facilitate workshops and Kaizen events to drive engagement and ideation from front-line teams. - Design and implement end-to-end process enhancements that improve key metrics such as NPS, FCR, AHT, and CSAT. - Collaborate closely with CX, QA, Training, and Technology teams to ensure changes are customer-centric, scalable, and sustainable. - Develop and monitor KPIs to measure the effectiveness and ROI of improvement initiatives. - Act as a change agent and foster a culture of continuous improvement within the Contact Centre environment. - Provide coaching and guidance to team leaders and managers on process improvement best practices. Key Skills and Experience: - Proven experience in a Continuous Improvement, Business Change, or Operational Excellence role within a Contact Centre or Customer Operations environment. - Strong track record of delivering measurable process improvements and cost-to-serve reductions. - Skilled in collaborative stakeholder engagement, with the ability to influence across departments. - Proficiency in data analysis to identify trends, root causes, and improvement opportunities. - Experience working with and optimising contact centre technologies (CRM, telephony, knowledge management, workforce management tools). - Strong project management and status reporting skills. - Excellent analytical and problem-solving skills; able to interpret data and customer insights to drive decisions. - Confident facilitator with experience leading workshops and managing cross-functional projects. - Passion for customer experience, operational efficiency, and employee engagement. - Strong communication and influencing skills – able to work across all levels of the organisation. |
Recruiter Details |
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