Continuous Improvement Manager

About Us

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.  

Primary Job Responsibilities

Represents and encourages a continuous improvement culture across the accounts. 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 work streams associated with project tasks. Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s). Responsible for daily communications and formal project reviews with both the project sponsor and project team. Recommends solutions and controls, and implementing approved recommendations. Ensures accurate quality measurements and tools are implemented within campaigns.

Principal duties include:

• Lead the definition and delivery of small to medium business improvement projects through the application of Lean Six Sigma (LSS) and Project Management (PM) tools.
• Works alongside Site Director, Operations managers and Team managers to identify opportunities for improvement
• Setup improvement project prioritization and tracking.
• Leads and successfully manages LSS project activities from start to end.
• Responsible for implementing continuous improvement culture within the site – mentoring, delivering LSS training etc.

Experience & Education required

• Education: university degree in a business–related field or equivalent experience.
• Experience Target: Project Management tools and methodologies, or equivalent experience.
• Skills:
  1. Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
  2. Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.
  3. Excellent technical (MS Visio, Word, and Excel) and math/statistical skills.
  4. Lean Six Sigma Green belt certification is a plus.

• Knowledge/Abilities:

1. Strong understanding of the call center industry and operations. Ability to work in a dynamic, fast-paced environment.
2. Understanding and ability to use statistical process analysis.
3. Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
4. Understanding and ability to use math principles, charts and graphs.