Performance Improvement Manager

2 meses atrás

Lisboa, Portugal Sitel Group Tempo inteiro

**Come and work with us.**

We are looking for a talented and accomplished
**Performance Improvement Manager**to represent and encourage a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of revenues and client/customer satisfaction..

As a
**Performance Improvement Manager,** your daily responsibilities will include:

- 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 Global Operating Standards GOS.
- 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

**What you need to have**:

- English (required)
- Other languages ( Valurated)
- 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.

**Education and experience.**
- Preferable college degree or related work experience
- 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.
- Minitab or statical tools

**Specific Requirements **(when necessary).
- Availability to travel
- Out-of-hours support

**Benefits.**
- Competitive wages
- Paid professional training
- Employee discounts
- Private healthcare & dental insurance (after six months of employment)
- Growth opportunities through various development programs
- Fun and engaging company-wide initiatives, including our EverBetter wellness program
- Job stability
- Life-long skills and experience
- Excellent work culture

**Go further with Foundever**

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

**About Foundever**

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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