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. We are looking for a talented and accomplished PIPM Manager to represent and to encourage a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of efficiency and client/customer satisfaction, while being responsible to ensure in the company Compliance related to Quality/PeakOS and Security. standards and policies. As a PIPM Manager , your daily responsibilities will include: Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths. Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS. Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications. Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program. Recommends solutions and controls, and implement approved recommendations. Point of contact of internal and external audits planning & management and provide the focus, direction, and control. Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences. Identify and Implement the quality systems at all levels of the organization. Oversees and conduct analysis to assure final product meets customer and internal quality standards. Create, evaluate, implement and update procedures, policies, strategies and systems. Evaluate technology proposals and make recommendations to senior management. Establish and maintain a continual improvement of the QMS processes. As part of the QMS maintenance, there is a need to determine the risks and opportunities that can affect "product" conformity. Gather and analyze customer data to identify trends, use statistics to identify customer needs. With this data the ISO Champion makes recommendations for improving quality and increasing customer satisfaction. Internal audit planning & management and provide the focus, direction, and control for QMS & ISMS audits. Identify, log and track Nonconformity and corrective action in order to avoid possible recurrences. To succeed in the role, you will need to have: Advanced level of English (at least C1) both verbal and written Other languages (Valurated) Knowledge on working with MS Office applications (Excel, PowerPoint, Word), Minitab or statistical tools 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 Skills/abilities Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions Ability to think in integrated solutions and support sales and business development with subject matter expertise Ability to manage large scale, cross-functional projects Attention to detail required, ability to understand macro to micro operational perspective Analytical Data-driven Self-motivated Independent Tech-savvy Teamwork Stakeholder management Communication & presentation Obsessive about data Passion for improvement Willingness to learn new skills Education and experience Preferable college degree or related work experience Two years of contact center operational management experience One year of demonstrated use of performance improvement methodologies or equivalent experience Experience in QMS and ISM Systems 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. 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