Process Improvement Lead

• We are looking for a Process Improvement Lead to be responsible for identifying, analyzing, and optimizing the operational processes within the Customer Service department. • Their primary objective is to increase efficiency, reduce costs, and enhance the customer experience through the implementation of continuous improvement methodologies and automation. • Key Responsibilities • Process Analysis and Optimization • Map current Customer Service workflows to identify inefficiencies. • Implement methodologies such as Lean, Six Sigma, Kaizen, or others to improve productivity and eliminate waste. • Optimize processes related to ticket management, escalations, and first contact resolution (FCR). • Automation and Digitalization of Operations • Identify opportunities to automate repetitive tasks using RPA (Robotic Process Automation). • Implement self-service tools, chatbots, and AI to reduce the operational workload of agents. • Collaborate with the Technology and WFM teams to integrate new digital solutions. • Measure the impact of automation on efficiency and customer experience. • Data Analysis and Efficiency KPIs • Define and monitor key operational efficiency KPIs such as AHT, FCR, TTR, and Cost per Contact. • Generate data-driven reports to support strategic decision-making. • Identify trends in customer demand and propose improvements in resource management. • Work with Business Intelligence to visualize process data and its impact on the business. • Change Management and Continuous Improvement • Implement continuous improvement initiatives, ensuring adoption across teams. • Develop communication and training plans for process changes and new tools. • Act as a facilitator between CS, IT, Finance, and WFM teams to coordinate improvements. • Promote a culture of innovation and efficiency within the department. • Operational Cost Reduction in CS • Identify opportunities to reduce costs without compromising service quality. • Optimize resource allocation and minimize unnecessary workforce usage. • Assess the ROI of new tools and strategies before implementation. • Develop strategies to reduce contact rate and improve customer self-sufficiency. • Cross-Department Collaboration • Serve as a liaison between Customer Service, BI, IT, Product, and Development teams to prioritize and execute technical improvements. • Translate operational team requirements into clear technical specifications.

Leadtech Group is a company that excels in transforming ideas into successful online projects with a focus on creativity, diversity, and fast-paced development. With their headquarters in Barcelona, Spain, Leadtech specializes in numerous online services including UX design, SEO, SEM, social media management, content creation, customer service, project management, and system administration. The company is known for its dynamic and diverse team of fun-loving, hard-working professionals who aim to exceed contemporary standards by leveraging the connectivity of the internet to enhance user experiences. Leadtech is committed to providing innovative solutions and seeks to continuously grow and achieve success by embracing a pioneering mindset.