Job Title:

Customer Experience & Continuous Improvement Manager

Job Description

We’re looking for a highly motivated Customer Experience and Continuous Improvement Manager to join our dynamic team at our contact centre in Cape Town. You’ll play a vital role in identifying and delivering service improvement activities and embed a culture of improvement to drive our business forward.

This opportunity requires a well experienced and highly organised individual to lead and deliver improvement initiatives in a contact centre environment by using process improvement methodologies and innovative thinking ensuring that improvements are not just temporary but lasting!

If you have a critical eye for detail, a strategic way of thinking with persuasive communication skills and have a proven track record of achieving positive results in the Customer Experience sector, then take this moment to apply today!

What you’ll be doing 

Identifying process and policy improvements to improve customer experience 

Identifying opportunities to drive efficiency gains 

Ensuring optimisation of best practice to deliver a best in class operation in all work streams 

Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives 

Ensuring change control framework is adhered and reported 

Ensuring compliance framework standards and policies are met and adhered to 

Growing and developing your people 

Communicating key messages within the campaigns by working with the management team and our ambassadors 

Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives 
 

What you’ll need 

5 years’ experience in a senior Operations Manager position 

Previous CX and CI experience in a contact centre or similar

Excellent communication and negotiation skills 

Experience in shaping and formulating operational strategic plans 

Demonstrable experience of senior stakeholder management 

Ability to deliver agreed programmes of work and embed initiatives for improvement 

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer, We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. 

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

Full time

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