Portugal Director of Performance Improvement Lisboa

Portugal Director of Performance Improvement
Lisboa
Lisboa, Lisboa, Portugal

Portugal Director of Performance Improvement

Join to apply for the Portugal Director of Performance Improvement role at Foundever

Portugal Director of Performance Improvement

2 days ago Be among the first 25 applicants

Join to apply for the Portugal Director of Performance Improvement role at Foundever

Get AI-powered advice on this job and more exclusive features.

Come and work with us.

Come and work with us.

We're searching for a Director of Performance Improvement to join our team. As the Director of Performance Improvement, your role is responsible for leading and overseeing the Performance Improvement function, which is dedicated to evaluating quality management and goal achievement to support teams and clients. 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.

As a Director Of Performance Improvement, Your Duties Include

• Develop and implement the strategy for performance improvement.
• Set the direction and prioritize projects at the country level.
• Lead the execution of all performance improvement initiatives.
• Monitor and evaluate the effectiveness of implemented projects.
• Prioritize client satisfaction, productivity, and Foundever profitability in accordance with the Peak
  OS framework.
• Establish quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identify opportunities for improvement.
• Fulfill commitment to clients and adhere to both contractual requirements and Foundever’s quality standards Collaborate with senior management to incorporate performance improvement strategies into the organization’s overall strategic plan.
• Use feedback to support Continuous Improvement partnerships efforts and innovation.
• Implement strategic plan to action and improvement initiatives based on feedback analysis.
• Measures and reports on performance metrics, trends, and achievements to all relevant key stakeholders.
• Facilitate discussions and
  - making processes based on performance data and recommendations.
• Oversee implementation and progress of BOT improvements.
• Lead change leveraging change management methodologies.
• Develop team capability through mentoring and training in PI methodologies Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
• Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information Assets as per the Company’s policy.
  
  

• Excellent native language utilization (spoken and written)
• Excellent conversational and written knowledge in English
• Excellent knowledge of all MS Office tools (Word, Excel, Power Point, Outlook)
• 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
• Results driven
• Innovative/creative thinker – delivering “out of the box” solutions
• Leadership emotional intelligence
• Market intelligence (competitors, trends, etc. )
  
  

• Mininum 5 years of Contact Centre management experience
• Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events
• Bachelor’s Degree or equivalent
• Excellent management of key financial metrics, such as cost, gross margin, and revenue
• Understanding of call center industry & operational functions within
• 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
  
  

• 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
  - wide initiatives, including our Ever
  Better wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture
  
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales, Business Development, and Strategy/Planning

• Industries

  Outsourcing and Offshoring Consulting

Referrals increase your chances of interviewing at Foundever by 2x

Get notified about new Director of Performance Improvement jobs in Lisboa, Lisbon, Portugal.

Regional Director of Performance Improvement - Nearshore & Offshore Markets

Client Services Training & Performance Senior Manager

Senior Amazon Brand Manager - Future Opportunities

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.