Senior Process Improvement Specialist for Customer Experience
hace 1 semana
Job Title: Senior Process Improvement Specialist for Customer Experience
About the Company:
Fly Level Sl is a long-haul airline based in Barcelona and part of the IAG group. The company prioritizes delivering exceptional customer experiences by focusing on values such as commitment, an open attitude, constant improvement, and making travel easy for customers.
About the Job:
We are seeking a highly skilled Senior Process Improvement Specialist for Customer Experience to join our team in Viladecans - Barcelona. This role is responsible for identifying process improvements to enhance efficiency and automation in the contact center, as well as among handling staff and crew, while maintaining high service quality standards.
Key Responsibilities:
- Analyzing contact center operations to identify inefficiencies and propose enhancements across all channels (web, social media, chat, phone)
- Defining business requirements for system changes
- Identifying areas for improvement in customer-facing processes, including website functionality and user experience
- Implementing best practices to optimize process performance and ensure scalability
- Documenting processes and policies in a standardized and accessible format
- Managing user access and permissions for contact center tools and systems
- Monitoring and following up on system-related incidents
- Conducting audits and site visits to check service quality
- Analyzing customer satisfaction scores and trends and identifying actions to improve service delivery
- Providing coaching to ensure consistent quality standards across teams
- Identifying training needs and collecting feedback from providers
- Planning, developing, delivering, and evaluating training initiatives for call centers, handling, and crew
- Maintaining up-to-date training materials and agent knowledge base
- Couching external trainers to improve the quality and effectiveness of training programs
- Organizing and tracking training sessions to ensure alignment with operational goals
- Providing performance feedback to agents, trainers, and teams, identifying areas for improvement
- Communicating regularly with the contact center provider to review and address issues
Main Relationships:
The main relationships will be with Customer Experience, IT, Data, Commercial, Operations, and suppliers for CRM, Service Tool, E-commerce, and Legal.
Requirements:
- Bachelor's degree in Business Management or related field
- A minimum of 3 years' experience in similar positions
- Knowledge and experience working with WorldTracer
- Knowledge and experience working with Amadeus, Skyspeed, Resiber, or other reservation systems
- Knowledge about Contact Center technology (telephony, CRM, Omnichannel tools)
- Comfortable multitasking and working under pressure
Estimated Salary: €45,000 - €60,000 per year
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