Continuous Improvement Lead

Responsibilities

• Data Insights & Performance Analysis, Analyse sales, retentions, and inbound performance to identify trends, gaps, and opportunities.
• Review and interpret dialler statistics, contactability, productivity, and agent-level outputs.
• Produce clear, actionable insights for leadership teams.
• Develop recommendations for dial attempts, recycling rules, call windows, and campaign prioritization.
• Advise on which campaigns to drive when, based on performance patterns, volume, and seasonal behaviour.
• Run tests on dialler logic, scripts, and agent pools to determine what improves outcomes.
• Identify root causes behind low performance and propose practical solutions for improvement.
• Recommend enhancements in scripting, sales approaches, workflows, and customer handling.
• Document and replicate successful behaviours and processes across the call centre.
• Act as the champion for efficiency, productivity, and smarter ways of working.
• Drive improvement initiatives from concept to implementation, tracking impact and results.
• Work closely with Team Leaders, QA, Training, and Management to strengthen performance.

Qualifications

• Experience in a Sales-driven Call Centre Environment (essential).
• Strong analytical capability (Excel, Power BI or similar).
• Understanding of dialler operations, outbound strategy, and campaign management.
• Ability to convert data and trends into strategic, actionable solutions.
• Strong communication, influencing, and problem-solving skills.
• Continuous improvement mindset with the ability to challenge current ways of working.

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