[Hiring] Process Improvement & PEAK OS Manager @Foundever®

Role Description

Are you passionate about continuous improvement, operational excellence and using data to drive meaningful business results? We’re looking for a Process Improvement & PeakOS Manager to join our Performance Improvement function, supporting operational excellence across our US and EMEA markets. This is an opportunity to combine hands-on performance improvement with independent operational assurance. You’ll work with teams across Operations, Continuous Improvement, Learning, HR and Workforce Management to improve customer satisfaction, productivity, quality and profitability.

A key part of your role will be assessing how effectively Foundever®’s PeakOS framework is implemented across assigned countries and campaigns. You’ll identify gaps, challenge ineffective practices and ensure corrective actions are delivered, tracked and sustained.

What You’ll Be Responsible For

• Performance improvement: Monitor operational results, identify trends and root causes, and lead initiatives that improve customer satisfaction, productivity, quality and profitability.
• PeakOS assurance: Conduct quarterly assessments across all ten PeakOS principles, evaluating evidence of effective implementation rather than simply checking that processes are documented.
• Corrective action management: Maintain action plans with clear ownership, deadlines and measurable outcomes, ensuring identified gaps are resolved and improvements sustained.
• Data-driven decision-making: Use VBM, iCoach, quality scores and financial metrics to identify opportunities and prioritise improvement activities.
• Operational governance: Review coaching effectiveness, root cause analysis, BOT progress, calibration, attrition, recruitment, onboarding, talent development and security compliance.
• Quality management: Identify weaknesses in quality monitoring and operational processes, implementing practical solutions aligned with client commitments and Foundever standards.
• Reporting and communication: Present performance trends, audit findings and recommendations clearly to stakeholders, from Team Managers to Country Leaders.

Qualifications

• At least three years of contact centre management and/or performance improvement experience.
• Hands-on experience with PeakOS implementation and compliance.
• Experience conducting operational audits and managing corrective action plans.
• A good understanding of contact centre operations, quality management and business performance metrics.
• Knowledge of continuous improvement methodologies, including Kaizen and DMAIC.
• A bachelor’s degree or equivalent professional experience.
• Experience with ISO 9001 and/or ISO 27001 is highly desirable.

Requirements

• Strong analytical and problem-solving skills, with the confidence to challenge assumptions and identify genuine root causes.
• The ability to evaluate coaching records, root cause analysis and action plans for quality and effectiveness.
• Excellent communication and stakeholder management skills, with the ability to influence and build relationships at all levels.
• Strong organisational skills and attention to detail, particularly when managing multiple audit cycles and corrective actions.
• A commercially minded approach, with an understanding of cost, revenue and gross margin.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Familiarity with iCoach, VBM, Fishbone analysis and impact calculation tools.
• Experience with Power BI, Minitab, R or Python would be beneficial.
• Excellent written and spoken English, together with strong proficiency in the relevant local language.
• Six Sigma, ISO and COPC certifications would be an advantage.

Benefits

• £40,000 annual salary in a permanent position.
• Fully remote working from the UK, giving you the flexibility to work from home.
• 37.5-hour working week.
• Minimal occasional business travel, with expenses compensated in line with company policy.
• The opportunity to influence operational excellence across international markets.
• The chance to work collaboratively with cross-functional teams and make a tangible impact on business performance.