Process Improvement Lead - Remote

Overview

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.

In Short

• 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.
• Implement self-service tools, chatbots, and AI to reduce the operational workload of agents.
• 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.
• Implement continuous improvement initiatives, ensuring adoption across teams.
• Identify opportunities to reduce costs without compromising service quality.
• Serve as a liaison between Customer Service, BI, IT, Product, and Development teams.

Requirements

• Strong technical knowledge and analytical skills.
• Experience working in customer service environments.
• Familiarity with process improvement methodologies.
• Ability to collaborate with multiple departments.
• Experience in data analysis and KPI monitoring.
• Knowledge of automation tools and techniques.

Benefits

• Opportunity to lead process improvement initiatives.
• Work in a dynamic and innovative environment.
• Collaborate with cross-functional teams.
• Contribute to enhancing customer experience.
• Flexible working arrangements.