Regional Director of Performance Improvement - Nearshore & Offshore Markets

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We're searching for a Regional Director of Performance Improvement – Nearshore & Offshore Markets to join our team. The Director of Performance Improvement is responsible for leading and overseeing the Performance Improvement function, which is dedicated to evaluating quality management and goal achievement to support teams and clients. This role involves close collaboration with operations to ensure standards and customer expectations are met, and partnering with Continuous Improvement (CI) to assess the impact of solutions and drive client outcomes.

As a Regional Director of Performance Improvement, your duties include:

• Develop and implement the strategy for performance improvement.
• Set the direction and prioritize projects at the regional level.
• Lead the execution of all performance improvement initiatives.
• Monitor and evaluate the effectiveness of implemented projects.
• Prioritize client satisfaction, productivity, and Foundever profitability in accordance with the PeakOS framework.
• Establish quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identify opportunities for improvement.
• Fulfill commitment to clients and adhere to both contractual requirements and Foundever’s quality standards Collaborate with senior management to incorporate performance improvement strategies into the organization’s overall strategic plan.
• Use feedback to support Continuous Improvement partnerships efforts and innovation.
• Implement strategic plan to action and improvement initiatives based on feedback analysis.
• Measures and reports on performance metrics, trends, and achievements to all relevant key stakeholders.
• Facilitate discussions and decision-making processes based on performance data and recommendations.
• Oversee implementation and progress of BOT improvements.
• Lead change leveraging change management methodologies.
• Develop team capability through mentoring and training in PI methodologies Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
• Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information Assets as per the Company’s policy.
  
  

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To Succeed In This Role, You Will Need

• Excellent native language utilization (spoken and written)
• Excellent conversational and written knowledge in English
• Excellent knowledge of all MS Office tools (Word, Excel, Power Point, Outlook)
• Statistical Analysis tools (Minitab, R, Python, Power BI)
• ICoach and RCA tools (Fishbone, VBM, Impact Calculator)
• Six Sigma, ISO and COPC certifications are an asset
• Results driven
• Innovative/creative thinker – delivering “out of the box” solutions
• Leadership emotional intelligence
• Market intelligence (competitors, trends, etc.)
  
  

Experience

• Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
• Min 5 yrs Contact Centre management experience
• Bachelor’s Degree or equivalent
• Excellent management of key financial metrics, such as cost, gross margin, and revenue
• Understanding of call center industry & operational functions within
• Ability to persuade and skills to negotiate to manage and build consensus through storytelling and partnerships with Continuous Improvement departments, COE (products), operations, account management, and sales
• Knowledge of Operations and Account Management processes
• Ability to translate statistical and analytical data into cohesive story/ journey map
  
  

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture
  
  

Go further with Foundever

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!