Continuous Improvement Manager

Sitel Group; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A global customer experience leader is looking for a Manager Continuous Improvement based in Cape Town. The role includes leading CI initiatives using Lean Sigma/DMAIC frameworks, optimizing organizational performance, and managing key financial metrics. Candidates should have at least 3 years of contact center management experience and a Bachelor’s degree. Strong project management skills and the ability to engage stakeholders effectively are essential for success. This position offers the opportunity to leverage technology and AI for operational improvements.

Qualifications

• 3+ years of contact center management experience.
• Experience with continuous improvement projects and Kaizen events.
• Strong ability to translate data into insights.

Responsibilities

• Lead CI initiatives using Lean Sigma/DMAIC frameworks.
• Collaborate with stakeholders to prioritize tasks.
• Ensure smooth transitions during process changes.

Skills

Management of financial metrics

Call center operations understanding

Negotiation and persuasion skills

Project management

Creative thinking

Emotional intelligence

Education

Bachelor’s Degree or equivalent

Tools

MS Office tools (Word, Excel, Power Point, Outlook)

Statistical Analysis tools (Minitab, R, Python, Power BI)

Job description

ABOUT FOUNDEVER

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

DEPARTMENT SUMMARY

The Continuous Improvement (CI) function enhances organizational processes and outcomes through ongoing analysis, automation, and innovation. CI supports transformational solutions, collects and analyzes data to identify improvement opportunities, and leads the Success Program deployment. By addressing inefficiencies and fostering a culture of continuous learning, CI ensures the organization remains agile and competitive. Collaborating with the Performance function, CI drives the adoption of digital technologies, maximizes profitability, and minimizes risk for clients and assesses the impact of solutions.

JOB SUMMARY

The Manager Continuous Improvement leads CI initiatives using Lean Sigma/DMAIC frameworks to identify opportunities to optimize the performance of the organization. In collaboration with stakeholders, the role will prioritize tasks and projects effectively to enhance efficiency, reduce waste and drive business growth leveraging technology and AI.

DUTIES AND RESPONSIBILITIES

Continuous & Process Improvement

• Identify opportunities/issues, define and manage continuous improvement projects using the Lean Sigma/DMAIC framework.
• Meet cost saving, new revenue targets (Incentives or Penalties) or KPI improvement targets by using Lean/Six Sigma methodology (primarily) or others within the assigned business unit.
• Prioritize tasks / projects effectively through regular operational collaboration with stakeholder leaders.

Health of the Client & Success Metrics

• Utilize resources cross-functionally to create solutions and understand the connection between operational improvements (machine productivity, labor productivity, lead time/turnaround time, quality, backlog, capacity, etc) and financial KPIs.

Change Management

• Facilitate smooth transitions during process changes, ensuring buy-in from stakeholders, and mitigating resistance.
• Partner with leadership development and training teams to encourage a culture of learning and development to foster innovation and adaptability.
• Communicate and interact to guide how to improve, approach, identify, and understand root cause drivers to performance sharing insights and best practices through the Success Program and adoption of AI and digital technologies.

Technology Intergration

• Leveraging technology solutions and AI to automate tasks, streamline workflows and improve data analysis for informed decision making.
• Improve existing models by implementing innovative solutions for client operations and internal/support services (HR, Finance, WFM, Reporting, Talent Acquisition) to maximize profitability and demonstrate financial acumen.

Other Duties

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information Assets as per the Company’s policy.

QUALIFICATIONS - EXPERIENCE

• Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
• Min 3 yrs Contact Centre management experience.

QUALIFICATIONS - EDUCATION

• Bachelor’s Degree or equivalent

QUALIFICATIONS - SKILLS & COMPETENCIES

• Good management of key financial metrics, such as cost, gross margin, and revenue
• Understanding of call center industry & operational functions within
• Ability to persuade and skills to negotiate to manage and build consensus through storytelling and partnerships with Continuous Improvement departments, COE (products), operations, account management, and sales
• Knowledge of Operations and Account Management processes
• Ability to translate statistical and analytical data into cohesive story/ journey map
• Results driven
• Innovative/creative thinker – delivering “out of the box” solutions
• Emotional intelligence
• Market intelligence (competitors, trends, etc.)
• Project management

QUALIFICATIONS - OTHERS

• Excellent native language utilization (spoken and written)
• Excellent conversational and written knowledge in English
• Excellent knowledge of all MS Office tools (Word, Excel, Power Point, Outlook)
• Statistical Analysis tools (Minitab, R, Python, Power BI)
• Project Management skills
• Lean Six Sigma – Green Belt

PHYSICAL REQUIREMENTS

Requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time and is occasionally required to stand, walk, and reach with hands and arms. Employee uses office equipment and will regularly use a computer for extended periods of time. Must occasionally lift and/or move up to 10 pounds. Typing is required on a continuous basis for the majority of the assigned shift. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

DISCLAIMER

The preceding description describes the general nature of work performed, skills typically required, and usual working conditions. It is not an exhaustive listing of all requirements or responsibilities that may be required by job incumbents.