Continuous Improvement Lead - Full Circle Contact Centre Services (PTY) LTD, Cape Town

  • Cape Town
  • Salary: Market Related
  • Job Type: Permanent
  • Posted by Full Circle Contact Centre Services (PTY) LTD on Monday, November 19, 2018
  • Reference: Continuous Improvement Lead
  • Employment Equity Position
  • Apply before Friday, January 18, 2019 - 31 Days left

Vacancy Details

Employer: Full Circle Contact Centre Services (PTY) LTD

  • Support the CI Lean Practitioners throughout the various project phases.
  • Promote a CI culture by providing coaching and training of Lean Six Sigma tools and methodologies.
  • Root cause analysis of key drivers of failure and customer dissatisfaction ensuring we focus on the right areas to improve our business.
  • Development and implementation of solutions to improve our business performance through the application of Lean methodology.
  • Stakeholder engagement and management across the Capita and our client’s businesses.
  • Facilitating Lean workshops to map current and future sate positions.
  • Production of all materials for presentation to stakeholders.
  • Performing quantitative and qualitative analysis and presentation.
  • Manage a programme of CI projects across multiple accounts.
  • Manage sessions between CI and Operations to understand the VOC (Voice of the Customer) and VOA (Voice of the Advisor)
  • Identify and manage the intake process for new CI opportunities

Candidate Requirements

  • A recognised qualification in Lean Six Sigma (Green Belt or Black Belt) is required.
  • Demonstrable computer skills- proficient in Visio, Excel & PowerPoint.
  • Experienced in driving process improvements and demonstrating the financial benefit thereof
  • Experienced in using a project management tools.
  • Experienced in data analysis and the presentation thereof.
  • Demonstrable communications skills at all levels, both verbal and written.
  • Engaging facilitator with the ability to influence stakeholders at all levels.
  • Team player with the ability to act on your own initiative.
  • Possess strong problem solving and decision-making skills
  • Experience of the BPO industry will be to your advantage.
Apply before Friday, January 18, 2019 - 31 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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About Full Circle Contact Centre Services (PTY) LTD

Capita is a FTSE top 100 company and the UK’s leading outsourcing and professional services company with a history of steady growth and strong financial performance. Capita South Africa has added to Capita’s existing capability with their presence in the BPO sector providing customer service with fully hosted contact centre solutions trusted by global leading brands to transform their customer experience. We have been innovative to stay ahead and continue to add value to our partners as we deliver and transform their business. We have created a safe and professional working environment offering our employees weekly fun activities (employee engagement initiatives), learning and development courses, as well as wellbeing programmes aimed to retain and attract our people.


Over the last 12 months we have doubled our client base confidently, showcasing our capability to deliver results in line with the projections agreed at the outset. This has given all our clients the confidence that we can be trusted to service their customers to international standards. This trust has manifested in the approval of further growth for existing clients, as well as helping to enable new business opportunities as a result of our consistent performance and the ultimate offering of a safe pair of hands.