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, optimize end-to-end service processes, and establish robust KPI frameworks to ensure transparent performance control.
You will act as a strategic partner to senior management, mentoring teams to build a strong continuous improvement culture and delivering measurable financial and operational impact.
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 languages
Background in digital transformation initiatives
Strong stakeholder management in matrix organizations
Hands-on leadership style in fast-paced environments
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 leading large-scale improvement initiatives
Fluent in English; additional languages advantageous
Experience working in international or matrix organizations