Process Improvement Program Manager - Athens, Greece
Athens, Athens, GR
πριν από 6 μέρες

Learn, Lead & Grow. #SitelGreece

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions including self-service, artificial intelligence (AI), automation and data-driven analytics with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Come and work with us.

We are looking for a talented and accomplished Process Improvement Program Manager (PIPM) to be responsible for delivering process improvements within our projects, programs and quality initiatives.

As a Process Improvement Program Manager (PIPM) , your daily responsibilities will include :

  • Represents and encourages a continuous improvement culture within the site.
  • Responsible for Lean / Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client / customer satisfaction within the site.
  • Identifies opportunities / issues, defines and manages continuous improvement projects using the Lean Sigma / DMAIC framework.
  • Defines the organizational structure of the project and the interfacing with the functional workstreams associated with project tasks.
  • Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for the project element's task assignment and project schedule(s).
  • Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.
  • Recommends solutions and controls, and implementing approved recommendations.
  • Ensures accurate quality measurements and tools are implemented within campaigns.
  • Meets all project goals (Quality, Delivery, and Cost)
  • Identifies, tracks, and manages project tasks, and resolves project issues.
  • Proactively disseminates project information / reporting to all stakeholders.
  • Identifies, manages, and mitigates project risk.
  • Ensures that the overall project solution is of acceptable quality.
  • Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
  • Defines and collects metrics to give a sense of how the project is progressing and whether the deliverables produced are acceptable.
  • Manages the overall work plan to ensure work is assigned and completed on time and within budget.
  • Maximize your experience.

    To succeed in the role, you will need to have :

  • Mandatory green belt certified.
  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
  • Strong interpersonal skills demonstrating the ability to work independently and with a cross-functional team.
  • Excellent technical (MS Project, Word, and Excel) and math / statistical skills.
  • Strong understanding of the call center industry and operations.
  • Ability to work in a dynamic, fast-paced environment.
  • Understanding and ability to use statistical process analysis.
  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
  • Understanding and ability to use math principles, charts, and graphs.
  • Strong verbal and written communication skills in Portuguese and English language.
  • Education and experience.

  • A college degree in a business-related field strongly preferred or equivalent experience.
  • Two years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools, and methodologies, or equivalent experience.
  • Specific Requirements (when necessary).

  • Availability to travel
  • Out-of-hours support
  • Gain stability, expand possibilities.

    What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • Very competitive wages and stability
  • Private healthcare & dental insurance
  • Continuous learning / development opportunities and competitive career opportunities
  • A safe, friendly, creative, innovative and technological organization
  • International and multicultural environment (celebrations, our SitelFit wellness program, initiatives to develop your skills and events to increase the team spirit)
  • Be bold. Be you.

    Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity.

    You choose where you want to go; we help you get there!

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