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Performance Improvement Manager for Airbnb - Portugal

Req ID#:  256537

Lisboa, Portugal, PT

Performance Improvement Manager for Airbnb - Portugal

Corporate

Learn, Lead & Grow at Sitel Group®

 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It’s about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people’s innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

 

About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 100,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.

 

 

Come and work with us.


We are looking for a talented and accomplished Performance Improvement Manager for Airbnb to be responsible for delivering process improvements within our projects, programs and quality initiatives.

 

Airbnb is a trusted online community marketplace for unique accommodation around the world, united to create a world where anyone can belong anywhere.

 

As a Performance Improvement Manager, your daily responsibilities will include:

  • Represents and encourages a continuous improvement culture within the site.
  • Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.
  • Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework.
  • Defines the organizational structure of the project and the interfacing with the functional workstreams associated with project tasks.
  • Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for the project element's task assignment and project schedule(s).
  • Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.
  • Recommends solutions and controls, and implementing approved recommendations.
  • Ensures accurate quality measurements and tools are implemented within campaigns.
  • Meets all project goals (Quality, Delivery, and Cost)
  • Identifies, tracks, and manages project tasks, and resolves project issues.
  • Proactively disseminates project information/reporting to all stakeholders.
  • Identifies, manages, and mitigates project risk.
  • Ensures that the overall project solution is of acceptable quality.
  • Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
  • Defines and collects metrics to give a sense of how the project is progressing and whether the deliverables produced are acceptable.
  • Manages the overall work plan to ensure work is assigned and completed on time and within budget.

 

To succeed in the role, you will need to have:

  • Mandatory green belt certified.
  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
  • Strong interpersonal skills demonstrating the ability to work independently and with a cross-functional team.
  • Excellent technical (MS Project, Word, and Excel) and math/statistical skills.
  • Strong understanding of the call center industry and operations.
  • Ability to work in a dynamic, fast-paced environment.
  • Understanding and ability to use statistical process analysis.
  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
  • Understanding and ability to use math principles, charts, and graphs.
  • Strong verbal and written communication skills in Portuguese and English language.
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to Lisbon or Porto, Portugal

 

Education and experience.

  • A college degree in a business-related field strongly preferred or equivalent experience.
  • Two years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools, and methodologies, or equivalent experience.

 

Specific Requirements (when necessary).

  • Availability to travel
  • Out-of-hours support

Benefits.

 

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture

 

Join the #SitelLife

 

Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there!


Apply today!

 

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