Continuous Improvement Lead

5 days ago

Sydney, Australia Attribute Consulting Full time

Be part of an enterprise wide contact centre transformation to improve service
- 6 month contract with opportunity for extension
- Join a high growth, high performing team for an Aussie icon

**Continuous Improvement Specialist (Contract)**

**Sydney - Hybrid Working**

**$750-850 p/day ex GST (inc Super)**

Our client is a well-known Australian travel brand that is committed to delivering the best possible experiences to its customers. They are seeking a highly motivated and experienced Continuous Improvement Specialist to join their team on a contract basis, helping to implement new process and drive service improvement across its global contact centres.

As the CI Specialist, you will be responsible for driving improvements within the customer service section and across contact centers situated globally. Your key responsibilities will include:

- Building a deep understanding of the current employee experience (EX) by implementing a formal Voice of Employee program
- Building feedback loops that enable agents to share their experiences with the head office to drive improvement initiatives
- Identifying, sizing and prioritising improvement initiatives that seek to enhance the employee experience whilst also balancing commercial interests and technological constraints
- Presenting the insights and recommended actions to senior leadership in a routine EX forum
- Working with the business to design and define the superior employee experience

Qualifications:

- 3-5+ years' experience working on continuous improvement initiatives (contact centre experience preferable not but essential)
- An understanding of best practice methods for feedback gathering analysis and management
- Passionate about customer-centric and continuous improvement culture
- Experience in generating and sizing actionable insights and using them to improve customer experiences
- Highly collaborative with strong stakeholder management skills with ability to influence positive outcomes
- Experience managing your own work against the project plan
- Previous research experience is preferably but not essential

**Benefits**:

- The opportunity to form part of a talented and friendly team working on a range of rewarding and high-impact projects
- Competitive compensation package
- Flexible work arrangements
- Opportunities for professional development and growth

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