Head Of Continuous Improvement (m/f/d)

Capita (digital)

Sofia, Bulgaria
Workforce management expertise
Quality management expertise
Lean six sigma methodologies
Lead Quality and Workforce Management functions across Bulgaria and Poland, driving performance optimization and a continuous improvement culture

Job Summary

  • Lead Quality and Workforce Management functions across Bulgaria and Poland, driving performance optimization and a continuous improvement culture.
  • Optimize end-to-end service processes using Lean Six Sigma methodologies to enhance efficiency, reduce costs, and improve customer experience.
  • Build a strong continuous improvement culture by mentoring, coaching, and upskilling teams in Lean, DMAIC, and problem-solving methodologies.

Matching Summary

Lead Quality and Workforce Management functions across Bulgaria and Poland, driving performance optimization and a continuous improvement culture.

Skills & Requirements

Must-have

  • Workforce Management expertise
  • Quality Management expertise
  • Lean Six Sigma methodologies
  • Data analysis and insights
  • KPI frameworks and dashboards

Nice-to-have

  • Digital transformation initiatives
  • Cross-country collaboration
  • Mentoring and coaching teams
  • Stakeholder influence and alignment

Key Requirements

  • Minimum 5 years management experience
  • Contact Center or BPO environment
  • Certified Lean Six Sigma Green Belt
  • Fluent in English

Work Rights

Not specified

Tailored Resume

Cover Letter