Continuous Improvement Manager
Location: Glasgow or Sunderland
Hours: Monday to Friday 9am to 5.30pm
Salary: up to £37,000 DOE
Who we are
Kura is a global CX outsourcer. Kura provides award-winning outsourced (and insourced) contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals.
We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”.
Tasks
Role Details
The Continuous Improvement Manager will deliver 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, contributing, and leading (where appropriate) client led change initiatives within the account annual plan.
* Work with internal stakeholders and clients to develop and deliver change and improvement initiatives.
* Manage Service Improvement Plans for each Client Account.
* Conduct continuous improvement sessions with staff at all levels.
* Delivery of accurate and timely documentation of all client’s changes requests and requests for action.
* Provide documented reports to agreed format and approach on findings, showing detailed analysis, conclusions and recommendations for productivity improvements and ultimately improve the client KPI’s.
* Return on investment analysis and report on model office initiative outcomes.
* Ability to carry out an effective root cause analysis process, acting upon your findings while ensuring an effective review process is carried out to identify positive impacts of the change.
* Work with internal stakeholders and clients to develop service improvement initiatives that will improve productivity, performance and profitability.
* Presenting CI proposals and strategies to clients.
Requirements
* 1+ years’ experience with improvement managers background within contact centre or retail.
* Strong analytical and problem-solving skills, with a passion for delivering high-quality.
* Lean 6 Sigma yellow or Green with outstanding knowledgue in product management.
* Conduct continuous improvement sessions with staff at all levels.
* Work with internal stakeholders and clients to develop and deliver change and improvement initiatives.
* Presenting CI proposals and strategies to clients.
Benefits
Benefits
As well as a clear structure for your personal and professional development, we also provide a comprehensive package of benefits, which include a loyalty award scheme, an employee assistance program, enhanced maternal and paternity pay, and more.
If you want to be part of a team where you will have the opportunity to grow & develop personally, helping to shape and drive our business forward, then this could be the right role for you.