Job Overview

Apply now #WhySitel We are a leading global Company part of the Sitel group, with sites all around the world, supporting our well known clients in delivering first class customer service every day. As we continue to grow we are looking to welcome people to our team with a passion for helping customers. Continuous Improvement Manager Opportunity We are now recruiting for a CI Manager to join Sitel within one of our three sites in the Midlands (Stratford-Upon-Avon and Coventry) supporting both our operations team internally and our clients externally. This is an exciting role as the outsourcing industry will allow you to work across a number of industries and with some huge market leading clients. Our global presence spans from the US to Asia and our campaigns here in the Midlands see us partner with prestigious household names, from global Entertainment brands to much loved retailers. About You As a CI Manager, you will be responsible for encouraging a culture of continuous improvement leveraging data and insight to drive improvements both internally to our Operations team and externally to our clients. Providing clear and strong direction, you will identify opportunities and define the organistaional structure of projects. PRIMARY RESPONSIBILITIES ·Work as part of the Management team to develop opportunities for improvements·Provide clear direction and guidance to ensure consistent achievement of key performance metrics.·Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all project team members, encouraging feedback and sharing of ideas and best practice·Meets all project goals (Quality, Delivery and Cost)·Identifies, tracks, and manages project tasks, and resolves project issues.·Proactively disseminates project information/reporting to all stakeholders.·Identifies, manages, and mitigates project risk.·Ensures that the overall project solution is of acceptable quality.·Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.·Defines and collects metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.·Manages the overall work plan to ensure work is assigned and completed on time and within budget KNOWLEDGE & SKILLS ·Evidence of effective interpersonal, coaching, and leadership skills·Two tears contact centre management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.·Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.·Strong understanding of the call centre industry and operations.·Understanding and ability to use statistical process analysis.·Strong numeric and verbal reasoning skills·Effective time management and organisation skills·Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.·Understanding and ability to use mathematics principles, charts and graphs.·Ability to organize and prioritise, set priorities and multi-task·Effective problem solving skills·Proven analytical skills·Lean Sigma or Six Sigma Green Belt training or certification preferred. #WhySitel - Benefits of working for our company 20 days' holiday + statutory bank holidaysAttendance reward bonus schemeFree NVQs onsiteOnsite paid trainingExcellent Career OpportunitiesA fun working environmentPotential for lift shareReduced Gym Membership - Everyone activeEye Care VouchersPension schemes Corporate discountsChildcare VouchersFruity Monday! Free fruit every week

Key Requirements

Contact Centre Continuous Improvement Deliverables Process Improvement Quality Management