Performance Improvement Manager - Lisbon, Portugal Performance Improvement Manager - Lisbon, Portugal Req ID#: 398732 Lisboa, Portugal, PT Job Description: Come and work with us.We are looking for a talented and accomplished Performance Improvement Managerto 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 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.
MS Office applications (Excel, PowerPoint, Word) 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.
Apply today!
Job Segment: Call Center, Project Manager, Performance Management, Manager, Customer Service, Technology, Human Resources, Management