Business Insight Manager
Wiltshire

About the Role

I am currently working with a leading business within their sector, who are seeking a driven and experienced Process Improvement - BI Manager within Process, Project & Quality Assurance.

This role will involve utilising Lean Six Sigma leading the company’s quality standard, drive improvements to service quality performance and deliver transformation change using continuous improvement initiatives.

I am looking for the following skills: Process improvement;

  • Experience in Delivering CI capability Building and Initiatives (Root cause Analysis)
  • Experience of Quality and Continuous improvement preferably within a large contact centre, customer service environment
  • Highly analytical in experience, with a proven ability to analyse various data sources and identify root cause and defects/drivers of performance
  • Ability to be able to work cross functionally across different business units to understand impacts of changes outside of the Customer Service function.
  • Ability to drive forward operational performance & customer satisfaction.
  • Development of actionable insight, think strategically and shape improvement initiatives.
  • I am looking for a strong continuous improvement background, project experience, Lean/ Six Sigma also experience of working within change and transformation will assist your application.


Required experience:

  • Strong CC Process Improvement Management background
  • Data Management, Insight Management (SQL & Power BI)
  • Billing system migration
  • Operational Call Centre/ Contact Centre background
  • Analytical background/ Agile qualification (preferred not essential)
  • Digital environment

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