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More Job Descriptions for :
1
continuous improvement manager
- Develop and implement a continuous improvement strategic plan
- Analyzing customer interactions at all touch points to identify business gaps and put action plans in place to close these
- Relationship management with teams throughout the Africa business
- Create and provide insightful customer feedback from all touch points
- Drive initiatives to preempt customer queries, ensure first call resolution, reduce query escalations from first line and quick resolution of queries across the support levels
- Customer Care Dashboard Monitoring and Response
- Promote innovation, efficiency and customer focus in service delivery
2
continuous improvement manager
- Implement new process
- Obtained Green Belt six sigma
- Kan ban Initiatives
- Setting SLA’s for complaints & query resolution in accordance with benchmarked standards
- Continuously review set SLA’s for back office against actual resolution times and modify accordingly for continuous improvement
- Continuously review customer service processes at all touchpoints and ensure that these are focused on customer needs
- Coordinate and Analyse customer feedback at all t ouchpoints and ensure continuous improvement on results
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