Performance Improvement Manager - Lisbon, Portugal
Lisboa, Portugal, PT
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 are a great plus.
* 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.
* 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.
* MS Office applications (Excel, PowerPoint, Word).
* Minitab or statistical 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.
Apply today!
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