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.
Duties and Responsibilities:
Performance Monitoring & Evaluation:
- Lead the execution of assigned performance improvement initiatives.
- Monitor and evaluate the effectiveness of implemented projects.
- Work on the priorities identified in relation to client satisfaction, productivity, and Foundever profitability in accordance with the PeakOS framework.
- Leads the compliance to all client audits and company audits, aligned with Foundever standards and certifications as well as client requirements.
- When applicable for the country represents the ISO 9001 and 27001 Champion
- Continuously monitor and evaluate performance against established benchmarks and goals, partnering closely with the Continuous Improvement function.
- Analyze performance data to identify trends, areas for improvement, and opportunities for optimization.
Quality Assurance and Control:
- Manage quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated.
- Identify and execute performance improvement initiatives; define and monitor their effectiveness.
- Fulfill commitment to clients and adhere to both contractual requirements and Foundever’s quality standards.
- Conduct gap analysis to identify and rectify deficiencies in quality monitoring and management systems and processes (depending on market).
Feedback & Improvement Initiatives:
- Collaborate with the PI Director to incorporate performance improvement strategies into the organization’s overall strategic plan.
- Implement strategic plan to action and improvement initiatives based on feedback analysis.
- Facilitates workshops in relation to performance improvement e.g. Peak OS, bridge plan, Variance Based Management (VBM)
Performance Reporting & Communication:
- Measures and reports on performance metrics, trends, and achievements to all relevant key stakeholders.
- Facilitate discussions and decision-making processes based on performance data and recommendations.
- Track progress of BOT improvements and lead, as necessary.
Change Management:
- Partner with Continuous Improvement, Leadership Development and Training teams to encourage a culture of learning and development to foster innovation and adaptability particularly as it relates to operationalizing tech and digital solutions, in addition to the adoption of AI into our operations.
- Facilitate smooth transitions during process changes, ensuring buy-in from stakeholders, and mitigating resistance.
Qualifications and Experience:
- Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
- Min 3 yrs Contact Centre management experience
Qualification and Education:
- Bachelor’s Degree or equivalent
Skills and Competencies:
- Good understanding of 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
- Results driven
- Innovative/creative thinker – delivering “out of the box” solutions
- Emotional intelligence
- Market intelligence (competitors, trends, etc.)
Others:
- Excellent English native language (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
Disclaimer: The preceding description describes the general nature of work performed, skills typically required, and usual working conditions. It is not an exhaustive listing of all requirements or responsibilities that may be required.