Process Improvement Lead (Remote within Spain)

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Requirements:

• Degree in Industrial Engineering, Business Administration, Economics, Data Science, or related fields.
• Lean Six Sigma certification (Green Belt or Black Belt) is desirable.
• 3+ years of experience in process optimization within Customer Service, Operations, or similar areas.
• Experience in process automation, RPA implementation, or continuous improvement.
• Knowledge of CRM tools (Salesforce, Zendesk, etc.) and ticket management systems.
• Data analysis skills with advanced Excel, SQL, Power BI, or Tableau (preferred).
• Experience in change management and technology adoption.

Responsibilities:

• 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).
• 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.
• 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.
• 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.
• 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.
• 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.