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Continuous Improvement Manager for Foundever - Athens, Greece

Req ID#: 383132

Athens, GR, 104 34

Job Description:

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.  

Come and work with us.

As the Continuous Improvement Manager , you will identify opportunities/issues, define and manage continuous improvement projects using the Lean/Six Sigma methods to drive innovation and automation. You will be the key enabler for projects of all sizes and complexity levels by removing roadblocks and engaging into stakeholders to sell our brand and values.

As a Continuous Improvement Manager , your daily responsibilities will include:

• Management of day-to-day operations within the CI team across multiple countries within the multilingual region.

• Portfolio management of all projects and bandwidth allocation of team.

• Identifying opportunities for automation of low value/repetitive tasks within existing or new client accounts or internal departments.

• Operational Excellence Consulting initiatives within our new and existing clients.

• Team development and performance management.

• Identification of opportunities within the Company/Client for the increased efficiencies and process reengineering within a given business process using the Lean and Six Sigma framework.

• Alignment with Regional CI Director on country level strategy and prioritization.

• Collaborates with the Regional CI Director in defining and enforcing the organizational structure of projects, all elements of the project charter, as well as interfacing with the functional work streams associated with project task.

To succeed in the role, you will need to have:

• Advanced level of English skills (C1)

• 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.

• Must hold EU citizenship or valid work permit for Greece

Education/Experience:

• College degree in Engineering or Science related field (desired)

• Five years of contact center operational management experience

• One year of demonstrated use of LEAN Six Sigma, Project Management tools and methodologies or equivalent experience

• Experience managing a team in a hybrid on-site/remote capacity across multiple locations

Further abilities/skills:

• Analytical & data-driven

• Self-motivated & independent

• Tech-savvy

• Teamwork

• Stakeholder management

• Communication & presentation

• Passion for improvement

• Willingness to learn new skills

• Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions

• Ability to think in integrated solutions and support sales and business development with subject matter expertise.

• Ability to manage large scale, cross-functional projects.

• Attention to detail required, ability to understand macro to micro operational perspective

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• Very competitive wages and stability

• Fully paid training

• Permanent contract

• Private healthcare

• Continuous learning/development opportunities

• Competitive career opportunities

• A safe, friendly, diverse, supporting and technological company

• International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)

• EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.

As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.

We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.

Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

Job Segment: Six Sigma, Lean Six Sigma, Project Manager, Call Center, Performance Management, Management, Technology, Customer Service, Human Resources