Head of Continuous Improvement (mfd)

About the Role

We areseekingan experienced and results-driven leader to head our Quality and Workforce Management functions across Bulgaria and Poland. This role combines strategic leadership with operational excellence and continuous improvement.

As a certified Lean Six Sigma professional (Green or Black Belt) you will drive performance optimization across service operations strengthen our continuous improvement culture and ensure sustainable data-driven decision-making. You will lead cross-country teams partner closely with senior leadership and translate operational insights into measurable business impact.

Key Responsibilities

• Provide full disciplinary and operational leadership of the Workforce Management and Quality Management teams in Bulgaria and Poland.

• Define and execute the strategic roadmap for Quality and Workforce Management aligned with businessobjectives.

• Optimizeend-to-end service processes using Lean Six Sigma methodologies to increase efficiency reduce cost and enhance customer experience.

• Analyzeoperational and performance data toidentifytrends root causes and improvement opportunities; convert insights into structured action plans.

• Establish robust KPI frameworks dashboards and governance mechanisms to ensure transparency and performance control.

• Act as a strategic partner to Senior Management ensuring operational alignment and scalable performance improvements.

• Lead cross-functional and cross-country initiatives to standardize best practices and drive consistency across locations.

• Build a strong continuous improvement culture by mentoring coaching and upskilling teams in Lean DMAIC and problem-solving methodologies.

• Present performance insights risk assessments and improvement outcomes to senior stakeholders.

• Drive innovation byidentifyingopportunities for digital enablement automation and process mining integration.

Required Qualifications

• Minimum 5 years of management experience in a ContactCenteror BPO environment.

• Strongexpertisein Workforce Management and Quality Management within a service-driven organization.

• Certified Lean Six Sigma Green Belt (Black Belt preferred).

• Proventrack recordof successfully leading large-scale improvement initiatives with measurable financial and operational impact.

• Strong analytical capability with advanced Excel skills; experience with Power BI Minitab or similar analytical tools is an advantage.

• Experience working in international or matrix organizations with cross-regional stakeholders.

• Fluent in English;additionallanguages such as Bulgarian Polish German or French areadvantageous.

• Exposure to digital transformation initiatives (e.g. automation process mining) is a plus.

Leadership Competencies

• Demonstrated ability to lead develop and inspire multi-location teams in a fast-paced performance-driven environment.

• Strong people leadership with experience in disciplinary responsibility talent development succession planning and performance management.

• Ability to set clear direction define priorities and translate strategy into structured execution plans.

• High levelof accountability and ownership with a hands-on leadership style when.

• Strong stakeholder management skills with the ability to influence and align senior leaders across functions and geographies.

• Resilient and adaptable leader capable of navigating ambiguity and driving change in complex organizational environments.

• Strong business acumen with the ability to connect operational excellence initiatives to strategic and financial outcomes.