Job Title: Continuous Improvement SpecialistThe role is to drive continuous improvement within the operations to enhance efficiencies, quality, and cost reduction. It is a key part of achieving operational excellence, aiming to make an organization's processes more efficient. The individual will work collaboratively with all key stakeholders to deliver against project deadlines.Job Responsibilities:Implement operational methodologies in line with business strategic objectives and standard operating models.Deliver effective implementation approaches to land and embed required continuous improvement change initiatives.End-to-end ownership of the delivery and embedding of methodology within the operation as set out by the leadership team.Identify best practice initiatives to create and deliver a full rollout plan to drive consistency across client portfolios.Review processes and practices to identify continuous improvement opportunities.Create and own governance models and frameworks to support the embedding of key methodologies.Manage and operate within individual commercial agreements for each client/campaign.Manage relationships with stakeholders to ensure consistency and optimize business commercial targets.Design, own, and deliver continuous improvement methodologies content and processes.Produce status reports for key projects and benefits delivered.Work with client personnel to ensure alignment of content and key messages.Regularly interact/communicate with senior stakeholders, directors, project sponsors, global team members, and client personnel.Job Requirements:MatricRelevant tertiary qualification (advantageous)BPO industry experience is essentialSkills Required:Minimum 2 years' experience in a project implementation/delivery role within a contact center operation or operational leadership experience.Demonstrable experience in senior stakeholder management.Experience in delivering tasks with multiple deadlines.Experience delivering initiatives/projects within a call center environment.Ability to deliver agreed programs of work and embed core principles within agreed timeframes.People management skills in managing a team and stakeholders at all levels.Strong team player with the ability to motivate and inspire others.Ability to deliver high quality under time pressure.Great organization and attention to detail.Experience in a project manager/delivery role with supporting qualifications (Prince2, Six Sigma, or Agile) preferred.Core Behaviour: Huntswood's employees are described as dependable, driven, and collaborative. The job holder should demonstrate they are:Confidential, reliable, and genuine.Dynamic, passionate, and determined.Friendly, compassionate, and cooperative."It's not just about what we do, but the way we do it. And it's our values that make us special."
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