Job Title: Performance Improvement Manager
Reports To: Area Director
Site: Gothenburg or Jönköping
About SYKES
In an age of faster technology and expanding communication channels, customers are becoming more and more digitally connected, yet even more distanced from the brands they choose to support. SYKES supports the full customer lifecycle with its offerings and strives to help people one caring interaction at a time, truly creating trust between brands and their customer base.
General Purpose
The Performance Improvement Manager will lead the transformation within Area Operations Gothenburg and Jönköping. She or He will work to establish and implement Performance Processes as well as drive Continuous Improvement and standardization of performance best practices across the Area Operations.
Reporting into the Area Director and working closely with the local operational teams.
Key responsibilities
* Lead the transformation and improvement programs and projects
* Manage an effective and agile governance model
* Continuously assess compliance to internal and external standards within all areas of business
* Lead the implementation of operational performance standards
* Perform other related duties as assigned
Experience and knowledge
* Knowledge in the area of Quality Systems such as COPC
* Minimum 5 years supervisory work in a BPO or service-industry
* Ability to communicate effectively, both verbally and in writing. Excellent presentation skills.
* Skill in the use of Microsoft Excel, Word and other MS Office applications.
* Ability to plan, manage own time and organize tasks in a logical, structured way.
* Display a high level of professionalism, integrity, and maturity.
* Results orientated with the ability to meet challenging deadlines.
* Ability to work in a fast-moving pressurized environment.
For more information, contact Area Director Anssi Korhonen +46 73 1852 0545.
Ethics and Security Compliance
SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the Company's policies. Employees are always encouraged to observe the highest standards of professionalism and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the Sykes safety, security, and privacy programs to protect Sykes' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Sykes' employees.
Apply before 2021.04.30
Interviews are being done continuously and the position may be filled before the final application date.