Performance Improvement Manager

Foundever

ABOUT THE JOB

Identifies opportunities/issues, defines and manages performance improvement projects using the Lean/Six Sigma methods to drive specific targeted project goals, and works with trends and variation to prevent target failures.

Properly track success measures to effectively execute improvements, drive performance goals and demonstrate value added to our CX activity.

Recommends solutions and controls, and implementing approved recommendations. Implements and ensures accurate quality &performance measurements and tools are implemented, such as PeakOS, QMS and ISMS

KEY RESPONSIBILITIES

• Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively

• Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths.

• Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction

• Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS.

• Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications.

• Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program.

• Recommends solutions and controls, and implement approved recommendations.

• Point of contact of internal and external audits planning & management and provide the focus, direction, and control.

• Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences br> br> br> br>

OTHER QUALIFICATIONS

Education

Preferable college degree or related work experience

Work Experience

Experience Target (in this job or a related function/field):

• Two years of contact center operational management experience

• One year of demonstrated use of performance improvement methodologies or equivalent experience.

• Experience in QMS and ISM Systems.

Languages

• Fluency in English (required)

• Other languages ( Valurated)

Tools and Applications

• MS Office applications (Excel, PowerPoint, Word)

• Minitab or statical tools

COMPETENCIES & BEHAVIORS

• Analytical

• Data-driven

• Self-motivated

• Independent

• Tech-savvy

• Teamwork

• Stakeholder management

• Communication & presentation

• Obsessive about data

• Passion for improvement

• Willingness to learn new skills

KNOWLEDGE& EXPERIENCE

• Performance and Quality Improvement principles, methodologies, best practices and tools.

• Ability to resolve problems and present appropriate business solutions and recommendations.

• Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.

• Knowledge of Contact Centre/Operational environment Ability to resolve problems and present appropriate business solutions and recommendations.

• Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team,

• Excellent technical (MS Word, and Excel) and math/statistical skills.

• Effective time management.

• Ability to work in a dynamic, fast-paced environment.

• Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

LEADERSHIP TOUCH

• Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions

• Ability to think in integrated solutions and support sales and business development with subject matter expertise.

• Ability to manage large scale, cross-functional projects.

• Attention to detail required, ability to understand macro to micro operational perspective