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Performance Improvement Manager Full-time

de Sitel Group Lisboa em Lisboa (Publicado em 18-06-2022)

Performance Improvement Manager - Lisbon, Portugal

Req ID#: 310488

Lisboa, Portugal, PT

Performance Improvement Manager - Lisbon, Portugal


Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That?s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.

  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It?s about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.

  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people?s innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group®

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 build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 100,000 people around the globe ? working from home or from one of our CX hubs ? we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.

Come and work with us.

We are looking for a talented and accomplished Performance Improvement Manager to represent and encourage a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of revenues and client/customer satisfaction..

As a Performance Improvement Manager, your daily responsibilities will include:

  • Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively

  • Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths.

  • Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction

  • Responsible for the implementation, compliance and improvement of the Sitel Global Operating Standards GOS.

  • Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications.

  • Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program.

  • Recommends solutions and controls, and implement approved recommendations.

  • Point of contact of internal and external audits planning & management and provide the focus, direction, and control.

  • Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences

What you need to have:

  • English (required)

  • Other languages ( Valurated)

  • Performance and Quality Improvement principles, methodologies, best practices and tools.

  • Ability to resolve problems and present appropriate business solutions and recommendations.

  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.

  • Knowledge of Contact Centre/Operational environment Ability to 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 Word, and Excel) and math/statistical skills.

  • Effective time management.

  • Ability to work in a dynamic, fast-paced environment.

  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

Education and experience.

  • Preferable college degree or related work experience

  • Two years of contact center operational management experience

  • One year of demonstrated use of performance improvement methodologies or equivalent experience.

  • Experience in QMS and ISM Systems.

  • MS Office applications (Excel, PowerPoint, Word)

  • Minitab or statical tools

Specific Requirements (when necessary).

  • Availability to travel

  • Out-of-hours support


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

  • Competitive wages

  • Paid professional training

  • Employee discounts

  • Private healthcare & dental insurance (after six months of employment)

  • Growth opportunities through various development programs

  • Fun and engaging company-wide initiatives, including our SitelFit wellness program

  • Job stability

  • Life-long skills and experience

  • Excellent work culture

Join the #SitelLife

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!

Apply today!

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Performance Improvement Manager - Lisbon, Portugal

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