Head of Continuous Improvement (m/f/d)

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.