Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next g...
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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
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