5+ years contact center or bpo management experience
Workforce management and quality management expertise
The role requires leading the Quality and Workforce Management functions across Bulgaria and Poland while driving performance optimization through Lean Six Sigma methodologies
Job Summary
The role requires leading the Quality and Workforce Management functions across Bulgaria and Poland while driving performance optimization through Lean Six Sigma methodologies.
Candidates must define and execute a strategic roadmap aligned with business objectives to increase efficiency and enhance customer experience.
This position involves building a strong continuous improvement culture by mentoring teams and translating operational insights into measurable financial outcomes.
Matching Summary
The role requires leading the Quality and Workforce Management functions across Bulgaria and Poland while driving performance optimization through Lean Six Sigma methodologies.
Skills & Requirements
Must-have
Lean Six Sigma Green or Black Belt certification
5+ years Contact Center or BPO management experience
Workforce Management and Quality Management expertise
Cross-country team leadership in Bulgaria and Poland
Advanced Excel and Power BI analytical skills
Nice-to-have
Experience with digital transformation and automation
Fluency in Bulgarian, Polish, German, or French
Process mining integration knowledge
Strong stakeholder management in matrix organizations
Mentoring capabilities for continuous improvement culture
Key Requirements
Minimum 5 years of management experience in Contact Center or BPO
Certified Lean Six Sigma Green Belt (Black Belt preferred)
Proven track record of leading large-scale improvement initiatives
Fluent in English; additional languages advantageous
Experience working in international or matrix organizations