Process Leader (French Speaking)

ellioCX South Africa is looking for a Process Leader to champion operational excellence, drive continuous improvement, and lead effective issue resolution across our operation.

The Process Leader is responsible for providing subject matter expertise on processes, products, and systems while ensuring operational excellence, quality compliance, and effective issue resolution. The role supports continuous improvement initiatives, manages escalations, and provides guidance and training to team members.

Process & Operational Management

• Act as the process expert for supported products, services, and operational procedures.
• Ensure adherence to established processes, policies, and service standards.
• Identify process gaps and recommend improvements to enhance efficiency and customer experience.
• Ensure all process changes are documented, approved, and communicated effectively.

Quality & Continuous Improvement

• Analyse quality trends and operational performance to identify recurring issues.
• Conduct root cause analysis on customer complaints, process failures, and quality errors.
• Implement corrective and preventative actions to improve service delivery and reduce risk.
• Support continuous improvement initiatives across the operation.

Escalation & Issue Resolution

• Manage and resolve standard and non-standard customer and operational escalations.
• Conduct investigations and fact-finding to determine causes of issues.
• Work with relevant stakeholders to achieve timely and effective resolutions.
• Ensure escalations are managed in line with service level agreements and business requirements.

Training & Support

• Provide coaching, guidance, and support to team members on processes and procedures.
• Deliver training on new processes, systems, and operational updates.
• Share knowledge and best practices to improve team capability and performance.

Qualifications

• Grade 12 / Matric (Essential).
• Relevant qualification in Business, Operations, Customer Service, Quality Management, or a related field (Advantageous).

Experience

• Fluent in French and English (spoken and written).
• Minimum 2-3 years' experience in Customer Service, Operations, Quality Assurance, or Process Improvement.
• Experience managing customer complaints and escalations.

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to manage escalations and complex customer issues.
• Proficiency in Microsoft Office applications, particularly Excel and Word.
• Ability to work independently and within a team environment.

ellioCX, Curiosity is our superpower. We're genuinely interested, uncommonly passionate about people, and committed to creating exceptional customer experiences. If you're ready to lead change, improve processes, and make a meaningful impact, we'd love to hear from you.

Meet the requirements - Apply Now!

Send your updated CV to ***email_hidden***

Subject Line: Process Leader