**Job Information**:Department Name- CONTINUOUS IMPROVEMENTJob Type- Full timeIndustry- CommunicationsModality- On SiteWork Experience- 5+ yearsAssigned Recruiter ContactDate Opened- 06/18/2025City- Ciudad de MéxicoState/Province- Ciudad de MéxicoCountry- MexicoZip/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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