We are looking for a talented and accomplished Performance Improvement Manager to join our team.

As a Performance Improvement Manager, Your Daily Responsibilities Will Include

The Manager of Performance Improvement is responsible for executing performance improvement initiatives to enhance client satisfaction, productivity, and profitability. This role involves close collaboration with operations to ensure standards and customer expectations are met and partnering with Continuous Improvement (CI) to assess the impact of solutions and drive client outcomes.

• Performance Monitoring & Evaluation
• Quality Assurance and Control
• Feedback & Improvement Initiatives
• Performance Reporting & Communication
• Change Management

To succeed in the role, you will need to have

• Excellent conversational and written knowledge in English
• Statistical Analysis tools (Minitab, R, Python, Power BI)
• ICoach and RCA tools (Fishbone, VBM, Impact Calculator)
• Six Sigma, ISO and COPC certifications are an asset
• Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
• Good understanding of management of key financial metrics, such as cost, gross margin, and revenue
• Ability to persuade and skills to negotiate to manage and build consensus through storytelling and partnerships with Continuous Improvement departments, COE (products), operations, account management, and sales
• Knowledge of Operations and Account Management processes
• Ability to translate statistical and analytical data into cohesive story/ journey map
• Market intelligence (competitors, trends, etc.)

Education and Experience

• Min 3 years Contact Centre management experience
• Bachelor’s Degree or equivalent

Benefits

• Competitive salary in Euros
• Additional bonuses
• Private healthcare & dental insurance
• 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!

About us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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.