Manager Business Improvement

The role is designed to provide strategic oversight of Contact/Vendor operations and management, Workforce Management, Management Information Systems, Quality & Training, Knowledge Management, Business Improvement, and NPS outcomes.

Requirements

• Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.
• Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.
• Manage quality, knowledge base, and training requirements for CC teams to drive consistency.
• People, budget & vendor performance: Manage the ADM budget (tracking, analysis, insight‐driven improvements); lead Senior & Quality Officers (coaching, workload, QA calibration); govern vendor relationships via SLAs, QBRs, incentives/penalties;
• Process, CX & digital transformation (end‐to‐end): Evaluate and streamline business systems/processes; set monitoring guidelines and define customer segmentation with tailored strategies;
• Operational excellence, risk & compliance: Establish methodology to detect/resolve performance issues and drive continuous improvement; assure processes meet defined objectives;
• University graduate
• 7+ year of experience in an inbound/outbound contact centre
• 3+ year experience in process improvement
• Six Sigma Green Belt / COPC certification (advantage)
• Project Management Professional (PMP)® Certification (advantage)