Process Improvement Manager at Webhelp

About The Job

Job Summary
Webhelp Ghana is searching for an individual with the drive and purpose to join our ambitious team of thought leaders, as a Process Improvement Manager.

• We are looking for a practical thinker who is thorough, with a hawk’s eye for detail and foresight to get the job done in the most efficient and innovative way.
• Without continual growth and progress, such words as improvement, achievement, and success have no meaning.

What you’ll experience at Webhelp
As the Process Improvement Manager you will be:

• Launching, embedding and facilitating the Discovery methodology across the accounts connecting inputs and actions from multiple stakeholders including the operations team resulting in continuous change requests to both client and the Webhelp ways of working
• Managing the Change Process according to the Webhelp Ghana change methodology including Impact Assessments, Operational Readiness Plan, Delivery Plan and post-implementation review including Benefits Tracking
• Rolling out final solutions and measuring impact and code in the Discovery tool communicating key successes and post-implementation reviews
• Tailoring, launching and embedding the Webhelp change methodology to the specific accounts
• Identifying and analyzing risk mitigation activities including resource and stakeholder availability/engagement
• Defining and measuring success metrics and monitoring change progress through to benefits tracking and communicating account success to key stakeholders
• Auditing and reporting on key measures of success of WoW methodology and identifying improvement points

We’ll be a great match if you have:

• Minimum 2 years experience working in a project implementation/delivery role within a contact centre operation or 2 years' operational leadership experience within a contact centre operation.
• Demonstrable experience in international stakeholder management
• Experience delivering initiatives/projects within a contact centre environment
• Ability to deliver agreed programs of work and embed the core principles within agreed timeframes
• Project management/delivery role with supporting qualifications is a plus
• Don’t meet every single requirement? At Webhelp, we are dedicated to creating a diverse, inclusive, and authentic workplace where everyone can learn and develop themselves professionally. 
• If you feel you don’t check off every qualification in the job description, we encourage you to apply either way. 
• We will do our best to match you with the right job, whether it’s this one or a future role.

What we offer you:

• We’re growing in Accra and so will you! We’ll encourage you to invest time in our career development program and specialized courses to climb the professional ladder quickly.
• Interactive onboarding and training sessions with international colleagues from all over the world.
• Competitive salary in line with industry standards
• A fast-paced environment with a global network of leaders, disruptors, and doers
• Flat hierarchy in a start-up environment, we thrive on open communication and feedback.
• Brand new beautiful office space in the heart of Accra
• Friendly and down-to-earth culture with fun team-building activities