As a Performance Improvement Manager, you will play a crucial role in driving performance excellence across the organisation. Reporting to the Regional Performance Director, you will collaborate closely with Operations and Support departments to identify opportunities for improvement and implement strategies to enhance efficiency and customer satisfaction.
- Identify performance improvement opportunities and manage projects using Lean/Six Sigma methodologies.
- Assist Operations Managers by conducting root cause analyses and implementing improvement strategies to enhance performance and customer satisfaction.
- Take responsibility for implementing, maintaining, and enhancing Foundever Peak Operating Standards.
- Recommend solutions and controls, and execute approved recommendations.
- Act as the primary contact for planning, managing, and overseeing internal and external audits, providing focused leadership and direction.
Identify, document, and monitor non-conformities and corrective actions to prevent potential recurrences. - Implement quality systems at all organisational levels, ensuring alignment with company objectives.
- Evaluate technology proposals and provide recommendations to senior management.
- Continuously improve Quality Management System processes, identifying risks and opportunities for enhancing product conformity.
- Analyse customer data to identify trends and customer needs, making recommendations to increase satisfaction.
- Lead internal audit planning and management, ensuring compliance with QMS standards.
- Bachelor's degree or equivalent work experience.
- Proficiency in Performance and Quality Improvement principles, methodologies, best practices, and tools.
- Minimum of two years' experience in contact center operational management.
- Proficiency in performance improvement methodologies and quality management systems.
- Strong analytical skills and proficiency in MS Office applications.
- Excellent communication and interpersonal skills.
- Fluency in English; additional languages are valued.
- Type of contract: Contract of Employment.
- Quarterly Performance Bonus: 20% of the base salary (based on performance)
- Working hours: Between 9:00-17:00, Monday to Friday (with certain exceptions based on project needs and working hours).
- Work from a modern office in Warsaw's Mokotów district with the possibility of hybrid work.
- Subsidies for glasses and holidays, employee referral program, vouchers for various occasions (holidays, Children's Day, etc.).
- We offer private Medicover insurance.
- Access to a Multisport card, as well as the internal Everbetter program promoting a healthy lifestyle.
- Professional development through training and collaboration at the international level.
At Foundever, we are committed to fostering a culture of excellence, innovation, and integrity. Our core values guide everything we do, from delivering exceptional service to our customers to supporting the professional growth and development of our team members.
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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.
