Improvement Manager

Are you interested in working for one of the largest and most successful business process outsourcing organisations in the country?

CAPITA is the UK's leading BPO and a FTSE100 company considered one of the best in our field. We provide services to some of the biggest and best public and private sector organisations across many industries in both the UK and abroad. At Capita, we pride ourselves on attracting and retaining talented individuals within our professional working environments. This is an exciting opportunity to join one of Capita's core businesses on an interim contract. CAPITA CUSTOMER MANAGEMENT is looking to recruit an IMPROVEMENT MANAGER to join them onsite in Rotherham on a fixed-term contract until August 2014.

CAPITA CUSTOMER MANAGEMENT (CCM) provides first-class customer services for other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and Back Office processing staff.

CCM has recently won a bid with a prominent high-street financial institution and is undertaking a full-scale quality review of their contact centre function to ensure Capita are providing the most efficient and effective customer service process possible.

As part of this review programme, we are looking for an IMPROVEMENT MANAGER to Matrix-manage small multi-functional teams (5 - 8 people) on Continuous Improvement Projects for medium size clients. Working under the management of an Improvement Expert you will also be a key team member undertaking complex analysis and contributing to delivering pioneering solutions for priority clients.

The aim of this role is to deliver a positive 'step change' in CCM achievement of Quality performance indicators (Customer Satisfaction, Right First Time, Cycle Time etc.). The vision is for Capita to be acknowledged (through awards, client loyalty, winning new business and general reputation) Call Centre industry experts in Quality.

Duties include:
. Actively lead small teams in problem solving and continuous improvement projects to improve quality reduce, cost, improve cycle time and deliver other process efficiencies
. Deliver uplift of customer satisfaction results in client areas, striving for continuous improvement
. Analyse diverse data to provide recommendations to inform CI
. Communicate models and relationships to first line managers and 'head office' equivalents
. Identify and quantify the gap between the customer experience and current processes
. Implement best practices and embed them into the quality management system

Full training will be given on the quality standards and processes relevant for the role however proven experience of the following is essential:

. Green Belt (or equivalent) qualified (not necessarily in the 'service' industry)
. Experience of other Continuous Improvement/lean methodologies
. Strong Project Management Experience
. Working knowledge of statistical analysis and techniques
. Use standard CI methodologies processes and systems
. Work independently on simple project
. Work under the direction of an Expert on complex problems
. Manage Matrix teams
. Able to work under pressure with the ability to adapt to change

IF YOU ARE INTERESTED IN LEARNING MORE ABOUT THIS OPPORTUNITY AND THINK YOU HAVE THE SKILL SET TO EXCEL AT CAPITA, PLEASE APPLY WITH YOUR CV FOLLOWING THE APPROPRIATE LINK.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.