Job title: Head of Continuous Improvement (m/f/d) Job Description: About the Role We are seeking an experienced and results‑driven leader to head our Quality and Workforce Management functions across Bulgaria and Poland. This role combines strategic leadership with operational excellence and continuous improvement. As a certified Lean Six Sigma professional (Green or Black Belt), you will drive performance optimization across service operations, strengthen our continuous improvement culture, and ensure sustainable, data‑driven decision‑making. You will lead cross‑country teams, partner closely with senior leadership, and translate operational insights into measurable business impact. Key Responsibilities

Provide full disciplinary and operational leadership of the Workforce Management and Quality Management teams in Bulgaria and Poland. Define and execute the strategic roadmap for Quality and Workforce Management aligned with business objectives. Optimize end‑to‑end service processes using Lean Six Sigma methodologies to increase efficiency, reduce cost, and enhance customer experience. Analyze operational and performance data to identify trends, root causes, and improvement opportunities; convert insights into structured action plans. Establish robust KPI frameworks, dashboards, and governance mechanisms to ensure transparency and performance control. Act as a strategic partner to Senior Management, ensuring operational alignment and scalable performance improvements. Lead cross‑functional and cross‑country initiatives to standardize best practices and drive consistency across locations. Build a strong continuous improvement culture by mentoring, coaching, and upskilling teams in Lean, DMAIC, and problem‑solving methodologies. Present performance insights, risk assessments, and improvement outcomes to senior stakeholders. Drive innovation by identifying opportunities for digital enablement, automation, and process mining integration.

Required Qualifications

Minimum 5 years of management experience in a Contact Center or BPO environment. Strong expertise in Workforce Management and Quality Management within a service‑driven organization. Certified Lean Six Sigma Green Belt (Black Belt preferred). Proven track record of successfully leading large‑scale improvement initiatives with measurable financial and operational impact. Strong analytical capability with advanced Excel skills; experience with Power BI, Minitab, or similar analytical tools is an advantage. Experience working in international or matrix organizations with cross‑regional stakeholders. Fluent in English; additional languages such as Bulgarian, Polish, German or French are advantageous. Exposure to digital transformation initiatives (e.g., automation, process mining) is a plus.

Leadership Competencies

Demonstrated ability to lead, develop, and inspire multi‑location teams in a fast‑paced, performance‑driven environment. Strong people leadership with experience in disciplinary responsibility, talent development, succession planning, and performance management. Ability to set clear direction, define priorities, and translate strategy into structured execution plans. High level of accountability and ownership, with a hands‑on leadership style when required. Strong stakeholder management skills with the ability to influence and align senior leaders across functions and geographies. Resilient and adaptable leader capable of navigating ambiguity and driving change in complex organizational environments. Strong business acumen with the ability to connect operational excellence initiatives to strategic and financial outcomes.

Location: Sofia, Bulgaria Time Type: Full time Contract Type: Permanent #J-18808-Ljbffr