Process Improvement Program Manager - Athens Greece
Process Improvement Program Manager - Athens Greece
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Job Description
Learn Lead & Grow. #SitelGreece
As a global leader in endtoend customer experience (CX) products and solutions Sitel Group partners with the worlds bestloved brands from Fortune 500 companies to local startups to design build and deliver a competitive edge across all customer touchpoints.
With our awardwinning culture built on 35 years of industryleading experience and commitment to improving the employee experience we improve business results by pairing innovative design thinking and digital solutions including selfservice artificial intelligence (AI) automation and datadriven 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 rework 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 elements 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 crossfunctional 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 fastpaced 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 businessrelated 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
- Outofhours support
Gain stability expand possibilities.
Whats 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.
Follow us.
Required Experience:
Manager
Employment Type
Full Time
