**Job Information**:
Department Name
- CONTINUOUS IMPROVEMENT
Job Type
- Full time
Industry
- Communications
Modality
- On Site
Work Experience
- 5+ years
Assigned Recruiter Contact
Date Opened
- 06/18/2025
City
- Ciudad de México
State/Province
- Ciudad de México
Country
- Mexico
Zip/Postal Code
- *****
**Continuous Process Improvement Director.
**
**Requirements**:
- Bilingual (Spanish/English).
- 6-10 years of leading efficiency and optimization initiatives.
- Lean Six Sigma Black Belt Methodologies experience.
- Master ́s degree (plus).
- Call center/ BPO background experience (plus).
- Call center Quality Assurance experience (plus).
**Responsibilities.
**
- Process Optimization: Identify inefficiencies and implement strategies to enhance operational performance.
- Data-Driven Decision Making: Analyze key performance indicators (KPIs) to drive improvements.
- Lean & Six Sigma Implementation: Utilize methodologies like Lean, Six Sigma to streamline workflows.
- Cross-Functional Collaboration: Work with various departments to align processes with business objectives.
- Change Management: Lead organizational transformation initiatives and foster a culture of continuous improvement.
- Technology & Automation:



Drive digital transformation to enhance efficiency and customer experience.
- Training & Development: Educate teams on best practices and continuous improvement methodologies.
- Quality Assurance & Compliance: Develop and enforce standards to ensure consistent customer service quality, adherence to company policies, and regulatory compliance.
- Call Monitoring & Evaluation: Implement robust call monitoring programs to assess agent performance, identify improvement areas, and maintain service excellence.
- Agent Coaching & Development: Conduct training and coaching sessions to improve agent communication skills, empathy, and problem-solving abilities.
- Risk Management: Identify potential risks in customer interactions and implement protocols to mitigate errors, complaints, and compliance issues
**Top skills.
**
- Professional Ethics
- Self-Sufficient
- Team Player
- Problem Solver
- Results-Oriented
- Strategic Thinker
- Leadership
**Benefits**:
- Competitive weekly salary
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Dental Insurance
- Life Insurance
- Friendly work environment

📌 Continuous Improvement Director (Xico)
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📍 Xico