Service Excellence Manager

Job Overview

Service Excellence Manager at Probe Group will drive continuous improvement, optimize operations, and enhance service delivery across the Contact Centre. This role acts as an internal consultant, leveraging process improvement methodologies to deliver measurable benefits.

Responsibilities

• Identify and deliver service improvement activities across the business using process improvement methodologies and innovative thinking.
• Work with key business stakeholders and multi‑jurisdictional LEAN champions to build a continuous improvement environment supporting ongoing change.
• Lead and facilitate process improvement workshops to generate ideas and solutions.
• Support the delivery of better value and greater efficiency by eliminating unnecessary complexity and finding better ways of working.
• Identify trends and process variations as part of a continuous improvement monitoring system.
• Assist in the devel...