Customer Care Process Excellence Expert
Share
Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
About the role
We are looking for a Process Improvement Manager to join our Customer Care Excellence team and drive operational efficiency across our international Customer Care operations.
In this role you will focus on optimizing and automating customer service processes implementing innovative technologies (including AI and RPA) and delivering scalable solutions across markets. You will collaborate closely with Customer Care IT Data & AI Marketing and Operations teams to identify improvement opportunities and implement impactful initiatives.
What youll do
Lead process improvement and automation initiatives within Customer Care.
Map analyze and optimize customer service processes to increase efficiency and service quality.
Implement AI and RPA solutions to automate routine tasks and enhance operational performance.
Define and monitor Customer Care KPIs (e.g. AHT NPS CSAT FCR) and use data to drive improvements.
Collaborate with IT and Data teams on system integrations and new technology implementations.
Gather and document business and system requirements and support IT delivery (UAT rollout change management).
Coordinate cross-functional projects with stakeholders across the organization.
Qualifications :
What were looking for
Experience in project management process improvement or operational excellence.
Experience working in a Customer Service environment.
Experience analyzing KPIs and operational data to identify improvement opportunities.
Knowledge of Lean Six Sigma or Kaizen methodologies.
Experience working with cross-functional teams including IT.
Understanding of system integrations and APIs (REST/SOAP).
English min. B2.
Nice to have
Experience implementing AI or RPA solutions.
Experience documenting business and system requirements.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Hr Executive Recruitment
- Internship
- AIX
- Fleet
- Information Technology Sales
About Company
InPost S.A. a company listed on Euronext Amsterdam - is the leading out-of-home e-commerce enablement platform in Europe. InPost Group operates across key geographies: Poland, the UK, Italy and the Iberian Peninsula, as well as France and Benelux, through its subsidiary, Mondial Rel ... View more
