Customer Experience & Continuous Improvement Manager

Customer Experience & Continuous Improvement Manager

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We’re looking for a highly motivated Customer Experience and Continuous Improvement Manager to join our dynamic team at our contact centre in Cape Town. You’ll play a vital role in identifying and delivering service improvement activities and embedding a culture of improvement to drive our business forward.

This opportunity requires a well‑experienced and highly organised individual to lead and deliver improvement initiatives in a contact centre environment using process‑improvement methodologies and innovative thinking, ensuring that improvements are not just temporary but lasting.

What You’ll Be Doing

• Identifying process and policy improvements to improve customer experience
• Identifying opportunities to drive efficiency gains
• Ensuring optimisation of best practice to deliver a best‑in‑class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Ensuring change‑control framework is adhered to and reported
• Ensuring compliance framework standards and policies are met and adhered to
• Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives

What You’ll Need

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal‑opportunity employer. We are committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All recruitment practices are based on business needs, job requirements, and professional qualifications without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Location : ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town.

Time Type : Full time.

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