Situation
KwaZulu-Natal’s Umhlanga Rocks
Complete job description
optimizeThe Continuous Improvement Manager will create and lead client/Kura strategies to deliver high quality service improvement changes to enhance operational processes, client processes, support infrastructure, people capability and communications making them effective, consistent and customer orientated across the client operation to optimise profitability for either Kura/client or both.
The Continuous Improvement Manager will also be responsible for supporting and presenting our delivered measurable value add plus future transformation strategy in existing client key stakeholder business reviews and providing project management delivery of new business transition.
Principal Duties
that contains· Create and deliver client account strategy for CI through value add which contain measurable benefit outputs for either savings to Kura, client or customer experience and that they are being delivered on time to plan
Line management of the Service Improvement Managers
Communicate effectively with the team to create and maintain a motivated and challenged workforce
driven Create and maintain a strong sales growth culture and performance driven working environment
value and· Work with internal stakeholders and clients to develop and deliver change, including improvement initiatives and plans that will add value, improve productivity, performance, and profitability
innovation,· Manage client relationship for CI and innovation ensuring high levels of Client Satisfaction measured through CNPS
· Delivery of accurate and timely documentation internally and externally
· PM and transform new business sales acquisition and create talent pool within team to complete
· Provide documented strategy with measurable key outputs on findings, showing detailed analysis, conclusions and recommendations for productivity improvements and ultimately improve the client KPI’s
-to-date· Ensure knowledge is kept fully up to date in relation to competitor activity and industry regulatory requirements
· Flexible approach to working hours and travel to other Kura sites
Pro-actively researching and seeking innovative technology or new ways of working externally
KNOWLEDGE,SKILLS, KNOWLEDGE AND CAPABILITY
- -solvingPro-active, consistently seeking new ways of working through problem solving
- -classHas a high bar across every aspect of delivering a world class service to clients
- Ability to recruit and create dynamic and highly performing teams
- -drivenHighly focussed and sales driven
- Experience of managing multiple projects and varying team sizes
- Enthusiastic, self-motivated, and work well under pressure
- market,An understanding of the market including operational delivery and customer expectations.
- Excellent planning, organisational, communication and time management skills
- Good understanding of the contact centre industry
- with quality, and withinTrack record of delivering projects on time, to quality and budget
- IT literate
- Act with integrity at all times when representing our business and its people
- Ambassador for Kura values and brand
EDUCATION AND QUALIFICATIONS
- Excellent written, numeracy, verbal and presentation skills
- Highly proficient in MS Office applications
- Project Management experience or qualifications
ESSENTIAL
- 3 – 5 Years’s experience
Pay: R35 000,00 – R40 000,00 per month
Application Question(s):
- centerHave you led continuous improvement or transformation initiatives within a contact centre or BPO environment?
- continuous improvementHave you created and delivered Continuous Improvement strategies with measurable outcomes (e.g., cost savings, efficiency gains)?
Experience:
- CI: 4 years (Required)
Location:
- Umhlanga Rocks, KwaZulu-Natal (Required)
Work Location: In person