Delivery Excellence Manager, Nordics & Baltics (Hybrid)

Convergys; København; Hybrid; DKK 75,000 - 100,000; Full time

Job summary

Convergys is seeking a Manager II for Delivery Excellence in Copenhagen. This role oversees performance excellence across the Nordics and Baltics, leading a team of specialists to improve client satisfaction and operational performance. The position is hybrid, allowing for both office and remote work, with occasional travel expected.

The ideal candidate has substantial experience in the customer experience industry and is familiar with continuous improvement methodologies like Six Sigma. Strong leadership and communication skills are essential.

Qualifications

• Substantial experience from the customer experience industry.
• Strong familiarity with Six Sigma, COPC, or Lean methodologies is preferred.
• Professional fluency in English (written and spoken).

Responsibilities

• Overseeing and conducting regular assessments and audits for compliance.
• Monitoring operational KPIs and conducting in-depth analysis.
• Leading end-to-end recovery projects for programs with performance dips.
• Facilitating a productive and engaging work environment.

Skills

Continuous improvement

Team leadership

Six Sigma

Performance management

Client satisfaction analysis

Job description

Convergys is seeking a Manager II for Delivery Excellence in Copenhagen. This role oversees performance excellence across the Nordics and Baltics, leading a team of specialists to improve client satisfaction and operational performance. The position is hybrid, allowing for both office and remote work, with occasional travel expected.

The ideal candidate has substantial experience in the customer experience industry and is familiar with continuous improvement methodologies like Six Sigma. Strong leadership and communication skills are essential.