PROJECT MANAGER CS (REMOTE WITHIN SPAIN)
Descripción de la oferta de empleo
he mission of this role is to improve operational efficiency, optimize processes, and ensure the successful implementation of new technologies and strategies to enhance the customer experience.
ain Responsibilities.
omprehensive Project Management in Customer Service Plan, coordinate, and execute strategic projects in operations, automation, and digital transformation.
Ensure the proper definition of scope, objectives, timelines, costs, and resources for each project.
Lead the implementation of process improvements, digital tools, and customer service systems.
Manage cross-functional teams, ensuring smooth and effective communication among stakeholders.
Process Optimization & Digitalization Identify areas for operational improvement in Customer Service and propose effective solutions.
Implement Lean, Six Sigma, and Agile methodologies to reduce operational time and costs.
Coordinate with WFM, IT, and CX teams to enhance process automation.
Monitor the impact of initiatives on customer experience and operational efficiency.
Cost Control & Impact Evaluation Analyze project ROI before implementation and assess its business impact including BI tools.
Manage project budgets, ensuring their feasibility and profitability.
Identify cost-reduction opportunities without compromising service quality.
Data Analysis & KPI-Based Decision Making Define and monitor key performance indicators (SLAs, CSAT, NPS, AHT, FCR).
Present reports and data analysis on project impact within operations.
Utilize tools such as Power BI, Tableau, SQL, and Advanced Excel to evaluate trends and projections.
Change Management & Training Ensure the successful adoption of new technologies and processes within the Customer Service team.
Design communication and training strategies to guarantee successful implementations.
Manage change resistance and ensure a smooth transition for teams.
Interdepartmental Collaboration Act as the point of contact between Customer Service and BI, IT, Product, and Development teams to prioritize and execute technical improvements.
Translate operational requirements into clear technical specifications.
Detalles de la oferta
- leadtech
- En toda España
- Sin especificar - Sin especificar
- 17/03/2025
- 15/06/2025
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