Contact Centre Continuous Improvement Manager

Are you the kind of person who sees a clunky process and thinks there’s a better way to do this?  Then this role could be for you. 

As the Continuous Improvement Manager, you’ll be the driving force behind making our Contact Centre the best it can be.  You’ll be the go-to person for spotting inefficiencies, optimising how we work, and making sure our systems and processes are always evolving for the better. 

This role isn’t about launching new projects every week; it’s about making what we already do even better.  You’ll take the lead on improving how the Contact Centre works day to day.  From analysing data and customer feedback to identifying inefficiencies, you’ll drive initiatives that make our systems and workflows smoother, faster, and more effective.  Whether it’s telephony, email, live chat, or our virtual assistant, you’ll optimise every channel and ensure changes land seamlessly into the business. 

You’ll also run regular reviews, lead improvement sessions, and collaborate with teams across the business to uncover new opportunities.  As well as tracking the impact of every change to make sure it’s delivering real value. 

To be successful in this role you’ll bring a solid understanding of how contact centres operate, from technology to day-to-day operations.  You’ll have a good knowledge base of continuous improvement methodologies, with an analytical mindset that can turn data and feedback into action.  You’ll be a confident communicator and facilitator, who is able to bring people together and get things done.  In addition to this, having knowledge and experience in platforms such as Webex, Injixo, eGain and ServiceNow would be an advantage. 

The role provides flexibility to work in our Nottingham office and from home on a weekly basis.  

Ready to shape and improve our contact centre?

Apply now!  #LI-AW1