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Role: Continuous Improvement Manager
Location: Watford
Salary: 65,000-70,000
Hybrid, 2 days a week in office
Term: 9 month fixed term contract
CCA Recruitment Group are delighted to partner with a major brand based in Watford who are looking to recruit an experienced Continuous Improvement Manager, on a 9 Month fixed term contract.
This is a fantastic opportunity to drive positive change to improvement within a large-scale customer operation. You will be responsible for the delivery of key projects within the CX and Transformation function, ensuring the overall strategic goals and aims of the Customer Service derpartment are met.
Duties of the Continuous Improvement Manager:
- Lead critical projects and deliverables across multiple change methodologies including agile, waterfall and scrum
- Key point of contact for change delivery across customer care
- Communicate the plan with a wide range of stakeholders across various teams and levels
- Pro-actively manage priorities, risk and resources and budget with internal stakeholders and or external providers
- Adapt when it comes to planning, forecasting, estimating and managing ambiguity across delivery of multiple projects, squad deliverables and business initiatives
- Work effectively with both the Technology teams and key leaders across Customer Service
What You'll Need:
- Demonstrable experience of CX Project Management, ideally as a scrum master or using Agile methodology.
- Ability to lead a team and spot potential issues and risks quickly
- Identify and implement ways to improve team, process and service performance and suggests and implements changes to how the team operates
- Uses multiple disciplines to chieve desired outcomes and can demonstrate clear value of agile scrum with evidence of supporting and guiding others on agile methodologies
- Ability to articulate the difference between output and outcome focus, as well as problem solve and conflict manage where required to delivering business value
- Experience of working in Contact Centre/Customer Service environments
If you're interested in the Continuous Improvement Manager role then apply now and we'll be in touch, interviews are taking place asap!
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database
