Head Of Continuous Improvement (m/f/d)

Capita

Sofia, Bulgaria
**
Lean six sigma methodologies
Performance optimization
Customer journeys
** Capita is seeking a Head of Continuous Improvement to lead its Quality and Workforce Management functions across Bulgaria and Poland. The ideal candidate will have extensive management experience, proficiency in Lean Six Sigma methodologies, and a strong ability to drive operational excellence through data analysis and team leadership. **

Job Summary

  • Lead continuous improvement function across multiple client relationships, analyzing customer journeys to identify improvement opportunities using Lean Six Sigma and other innovation methods.
  • Provide disciplinary and operational leadership for Workforce Management and Quality Management teams, defining and executing strategic roadmaps aligned with business objectives.
  • Build a strong continuous improvement culture by mentoring, coaching, and upskilling teams in Lean, DMAIC, and problem-solving methodologies, presenting performance insights to senior stakeholders.

Matching Summary

Match Score: 75

** Capita is seeking a Head of Continuous Improvement to lead its Quality and Workforce Management functions across Bulgaria and Poland. The ideal candidate will have extensive management experience, proficiency in Lean Six Sigma methodologies, and a strong ability to drive operational excellence through data analysis and team leadership. **

Skills & Requirements

Must-have

  • Lean Six Sigma methodologies
  • performance optimization
  • customer journeys
  • data-driven decision-making
  • KPI frameworks and dashboards

Nice-to-have

  • digital enablement and automation
  • process mining integration
  • cross-country initiatives
  • strong continuous improvement culture

Key Requirements

  • Minimum 5 years of management experience in a Contact Center or BPO environment
  • Certified Lean Six Sigma Green Belt (Black Belt preferred)
  • Proven track record of leading large-scale improvement initiatives
  • Fluent in English

Work Rights

Not specified

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