Continuous Improvement Analyst for Foundever - Athens, Greece

SYKES
Πλήρης απασχόληση Γεμάτη μέρα
Αθήνα
Req ID#: 383133

Athens, GR, 104 34

Job Description

About Foundever

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

As the Continuous Improvement Analyst , you will investigate and identify opportunities within internal departments or client operations. A subject matter expert across the BPO space with the ability to understand how operations is intertwined with shared services teams, systems/tools, and financials. You will laisse with CI Manager to align on investigatory approach, optimal proposed solutions and ROI capture.

As a Continuous Improvement Analyst , your daily responsibilities will include:

  • Responsible for deployment and follow up of Lean initiatives and programs, focused on eliminating the 7 types of waste, reducing Lead Times for core business areas and processes, resulting in tangible and measurable cost savings and/or increased revenues for the Company or designated Client Account.
  • Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).
  • Identifies opportunities for automation of low value/repetitive tasks within existing or new client accounts or internal departments.
  • Performs various forms of data collection, analysis, and presentations that include, but are not limited to: Kaizen sessions, LEAN six sigma dives, data analysis, leadership proposals, time in motion studies, process mapping / engineering, etc
  • Clearly and consistently communicates with CI Manager to stay aligned on priority and execution

To succeed in the role, you will need to have:

  • Advanced level of English skills (C1)
  • Performance and Quality Improvement principles, methodologies, best practices and tools.
  • Ability to resolve problems and present appropriate business solutions and recommendations.
  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.
  • Knowledge of Contact Centre/Operational environment Ability to resolve problems and present appropriate business solutions and recommendations.
  • Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team,
  • Excellent technical (MS Word, and Excel) and math/statistical skills.
  • Effective time management.
  • Ability to work in a dynamic, fast-paced environment.
  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
  • Must hold EU citizenship or valid work permit for Greece

Education/Experience

  • College degree in Engineering or Science related field (desired)
  • Two years of contact center management experience
  • Demonstrated use of LEAN Six Sigma, Project Management tools and methodologies or equivalent experience (desired)

Further Abilities/skills

  • Analytical & data-driven
  • Self-motivated & independent
  • Tech-savvy
  • Teamwork
  • Stakeholder management
  • Communication & presentation
  • Passion for improvement
  • Willingness to learn new skills
  • Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions
  • Challenge all assumptions
  • Ability to manage large scale, cross-functional projects.
  • Attention to detail required, ability to understand macro to micro operational perspective

Go further with Foundever

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • Very competitive wages and stability
  • Fully paid training
  • Permanent contract
  • Private healthcare
  • Continuous learning/development opportunities
  • Competitive career opportunities
  • A safe, friendly, diverse, supporting and technological company
  • International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
  • EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.

As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.

We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.

Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

Job Segment: Six Sigma, Lean Six Sigma, Call Center, Project Manager, BPO, Management, Customer Service, Technology, Operations

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