£50,000 Per Annum
Full Time
Permanent
Remote work,
Customer Service And Call Centre
Posted 23 hours ago
Expires In 28 Days
Job Description
This is a REMOTE role, however, you must be in the UK now with a valid working visa.
This is a high-impact role where you’ll partner with operational leaders, front-line teams, and cross-functional stakeholders to identify, design, and implement improvements that enhance efficiency, reduce customer effort, and boost satisfaction.
Key Responsibilities
- Lead and manage continuous improvement initiatives across the Contact Centre and CX functions using Lean, Six Sigma, and other methodologies.
- Analyse performance data and customer feedback to identify improvement opportunities and root causes of inefficiencies or dissatisfaction.
- Facilitate workshops and Kaizen events to drive engagement and ideation from front-line teams.
- Design and implement end-to-end process enhancements that improve key metrics such as NPS, FCR, AHT, and CSAT.
- Collaborate closely with CX, QA, Training, and Technology teams to ensure changes are customer-centric, scalable, and sustainable.
- Develop and monitor KPIs to measure the effectiveness and ROI of improvement initiatives.
- Act as a change agent and foster a culture of continuous improvement within the Contact Centre environment.
- Provide coaching and guidance to team leaders and managers on process improvement best practices.
- Proven experience in a Continuous Improvement, Business Change, or Operational Excellence role within a Contact Centre or Customer Operations environment.
- Strong track record of delivering measurable process improvements and cost-to-serve reductions.
- Skilled in collaborative stakeholder engagement, with the ability to influence across departments.
- Proficiency in data analysis to identify trends, root causes, and improvement opportunities.
- Experience working with and optimising contact centre technologies (CRM, telephony, knowledge management, workforce management tools).
- Strong project management and status reporting skills.
- Excellent analytical and problem-solving skills; able to interpret data and customer insights to drive decisions.
- Confident facilitator with experience leading workshops and managing cross-functional projects.
- Passion for customer experience, operational efficiency, and employee engagement.
- Strong communication and influencing skills – able to work across all levels of the organisation.
Guy Masters
Guy.masters@cactussearch.co.uk
01905 330790
Division 804
Cactus Search Worcester
Cactus House
30 Foregate Street
Worcester
Worcestershire
WR1 1DS
01905 330790
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