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Process Improvement Manager
North West

About the Role

The successful candidate into this post will presently be a highly experienced Contact Centre Process Improvement Lead and will have a demonstrable background of leading complex fast paced client projects from concept to implementation.

Working with both in-house and external client stakeholders you will have a fantastic background in bringing people together with a common end goal in mind and will be responsible for investigating, analysing, defining and recommending business ideas to drive forward the continuous improvement targets for a multi-site contact centres.

You will support the strategic and tactical goals of the operational function. In addition, the role will actively support the drive for company’s process/ continuous improvements, efficiency and first-time resolution of business issues. You will build close working relationships with the client and internal departments. This role will offer a constant stream of fresh challenges, so it will always be about stretching existing skills and learning new skills. 

About the Role:

  • The end to end delivery of business CI multi-site/ multifunctional projects
  • Utilise your background working with Lean methodologies to map, scope, progress and implement process improvement changes. 
  • To drive continuous improvements of internal efficiencies (processes and systems) by streamlining, simplifying, automating and outsourcing in order to achieve the most effective and efficient way of working.
  • Ensure you are sharing knowledge across the wider business to implement process improvement change
  • Developing robust and realistic process improvement plans and managing project issues and risks.

Required Skills and Experience:


  • Proven experience of delivering Process Improvement projects to deadlines. 
  • Experience of delivering business change, ideally within a contact centre environment or customer focused organisation.
  • Lean 6 Sigma or Prince 2 or equivalent certification.
  • Experience within a business change or project delivery role advantageous.
  • Excellent stakeholder engagement skills.
  • Experience of working within a call centre environment

This is an exceptional role for a gifted Process Improvement Manager to join an organisation in a period of rapid change and development.


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