About this role
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
DEPARTMENT SUMMARY
The Performance Improvement function evaluates quality management, and goal achievement to support teams and clients. It collaborates with operations to meet standards and customer expectations, can partner with CI to assess the impact of solutions, and drives client outcomes. Aiming to surpass benchmarks and ensure operational excellence, monitors operations within the Peak OS framework to enhance performance and minimize risk. Collaboration with Continuous Improvement enables the function to monitor, support and partner with operations to enhance performance, maximize bonuses, minimize penalties, and ensure ISO compliance when applicable
JOB SUMMARY
The Senior Manager of Performance Improvement 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.
DUTIES AND RESPONSIBILITIES
Performance Monitoring & Evaluation :
- Develop and implement the strategy for performance improvement.
- Set the direction and prioritize projects for assigned region/market.
- 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 PeakOS framework.
Quality and Efficiency:
- 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
Feedback & Improvement Initiatives:
- 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.
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.
- Oversee implementation and progress of BOT improvements.
Change Management:
- Lead change leveraging change management methodologies.
- Develop team capability through mentoring and training in PI methodologies
Other Duties:
- 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.
QUALIFICATIONS - EXPERIENCE
- Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
- Min 5 yrs Contact Centre management experience
QUALIFICATIONS - EDUCATION
- Bachelor’s Degree or equivalent
QUALIFICATIONS - SKILLS & COMPETENCIES
- 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
- Results driven
- Innovative/creative thinker – delivering “out of the box” solutions
- Leadership emotional intelligence
- Market intelligence (competitors, trends, etc.)
QUALIFICATIONS - OTHERS
- 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
PHYSICAL REQUIREMENTS
- Requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination.
- The employee regularly sits for long periods of time and is occasionally required to stand, walk, and reach with hands and arms.
- Employee uses office equipment and will regularly use a computer for extended periods of time.
- Must occasionally lift and/or move up to 10 pounds.
- Typing is required on a continuous basis for the majority of the assigned shift.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed
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 by job incumbents.