Process Improvement Lead

Summary

Join Leadtech as a Process Improvement Lead and be responsible for optimizing Customer Service operational processes. You will analyze workflows, implement methodologies like Lean and Six Sigma, and automate tasks using RPA. Data analysis and KPI monitoring are crucial, as is collaborating with cross-functional teams. The role requires strong analytical skills, experience in process optimization and automation, and a relevant degree. Leadtech offers a flexible work environment, comprehensive benefits including private health insurance and 25 vacation days, and opportunities for growth and development.

Requirements

• Degree in Industrial Engineering, Business Administration, Economics, Data Science, or related fields
• 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
• Strong analytical skills and data-driven decision-making
• Project management and teamwork skills
• Effective communication to interact with operational and executive teams
• Strategic mindset focused on efficiency and optimization
• Applied knowledge of IA implementation

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

Preferred Qualifications

• Lean Six Sigma certification (Green Belt or Black Belt)
• Data analysis skills with advanced Excel, SQL, Power BI, or Tableau
• Experience in change management and technology adoption

Benefits

• Flexible career path with personalized internal training and an annual budget for external learning opportunities
• Flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end) and the option of working full remote or from our Barcelona office
• Free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August
• Competitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services)
• 25 days of vacation plus your birthday off, with flexible vacation options—no blackout days!
• Free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views
• Ticket restaurant and nursery vouchers, paid directly from your gross salary