Come and work with us.
We are looking for a talented and accomplished Performance Improvement Manager to lead and promote a culture of continuous improvement, partnering with Operations and Support functions to enhance performance, customer satisfaction, and business results. The role drives Lean Six Sigma initiatives, identifies improvement opportunities, and implements action plans to achieve quality, delivery, and cost objectives. Responsible for PeakOS, Quality Management System (QMS), and Information Security Management System (ISMS) compliance, the position ensures adherence to ISO, PCI, and client-specific standards. The manager oversees audits, corrective actions, and performance measurement frameworks, using data-driven insights to optimize operational effectiveness. Through stakeholder collaboration and strong analytical leadership, the role supports sustainable improvements and operational excellence across the organization.
As a Performance Improvement Manager, your daily responsibilities will include:
- Identifies opportunities/issues, defines and manages performance improvement projects using the Lean/Six Sigma methods to drive specific targeted project goals, and works with trends and variation to prevent target failures.
- Properly track success measures to effectively execute improvements, drive performance goals and demonstrate value added to our CX activity.
- Implements and ensures accurate quality & performance measurements and tools are implemented, such as PeakOS, QMS and ISMS.
- 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 implementing Bridge/glide/action plans to improve performance and client/customer satisfaction.
- Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS.
- 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.
- Recommend 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 to avoid possible recurrences.
ISO Champion:
ISO 9001: The Quality champion promotes, manages and ensure the quality throughout the company:
- Identify and implement the quality systems at all levels of the organization;
- Oversees and conduct analysis to ensure final product meets customer and internal quality standards
- Create, evaluate, implement and update procedures, policies, strategies and systems
- Evaluate technology proposals and make recommendations to senior management.
- Establish and maintain a continual improvement of the QMS processes. As part of the QMS maintenance, there is a need to determine the risks and opportunities that can affect “product” conformity.
- Gather and analyze customer data to identify trends, use statistics to identify customer needs. With this data the ISO Champion makes recommendations for improving quality and increasing customer satisfaction.
- Internal audit planning & management and provide focus, direction, and control for QMS audits.
- Identify, log and track Nonconformity and corrective action in order to avoid possible recurrences.
ISO 27001: The security champion promotes and ensures security rules throughout the company:
- Plan and implement the security systems at all levels of the organization.
- Oversees and conducts internal audits to assure Foundever meets customer and client’s security standards.
- Work with the Maintenance and Security risk Management Teams to implement the set of security measures and policies.
- Internal audit planning & management and provide focus, direction, and control for ISMS audits.
- Identify, log and track Nonconformity and corrective action to avoid possible recurrences.
What you need to have:
- English advance proficiency required.
- 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 demonstrate 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.
- Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions.
- Ability to develop and articulate explicit business solutions and outcomes.
- 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.
- Availability to work Hybrid model from our offices in Lisbon or Porto.
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
- (Beneficial) Training in data discipline or Continuous Improvement methodology, Six Sigma, systems thinking, Lean, etc
Other:
- Occasional travel may be required (this may include international)
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!
CallCenterNinja