5+ years contact center or bpo management experience
Workforce management and quality management expertise
This role requires leading the Quality and Workforce Management functions across Bulgaria and Poland while driving operational excellence through Lean Six Sigma methodologies
Job Summary
This role requires leading the Quality and Workforce Management functions across Bulgaria and Poland while driving operational excellence through Lean Six Sigma methodologies.
The successful candidate will define strategic roadmaps, analyze performance data to identify root causes, and establish robust KPI frameworks to ensure transparency.
As a certified Lean Six Sigma professional, you will build a continuous improvement culture by mentoring teams and translating operational insights into measurable financial outcomes.
Matching Summary
This role requires leading the Quality and Workforce Management functions across Bulgaria and Poland while driving operational excellence 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 data analysis with Excel and Power BI
Nice-to-have
Experience with automation and process mining tools
Fluency in Bulgarian, Polish, German, or French
Background in digital transformation initiatives
Strong stakeholder management in matrix organizations
Mentoring skills for upskilling teams in DMAIC
Key Requirements
Minimum 5 years 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