Process Improvement Lead (Remote within Spain)

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.

The ideal candidate should have strong technical knowledge, analytical skills, and experience working in customer service environments.

Key Responsibilities

Process Analysis and Optimization

• 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).

Automation and Digitalization of Operations

• 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.

Data Analysis and Efficiency KPIs

• 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.

Change Management and Continuous Improvement

• 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.

Operational Cost Reduction in CS

• 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.

Cross-Department Collaboration

• 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.

Requirements

Education & Experience:

• Degree in Industrial Engineering, Business Administration, Economics, Data Science, or related fields.
• Lean Six Sigma certification (Green Belt or Black Belt) is desirable.
• 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.
• Data analysis skills with advanced Excel, SQL, Power BI, or Tableau (preferred).
• Experience in change management and technology adoption.

Skills:

• 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. 

Benefits

WHY SHOULD YOU JOIN US?

Growth and career development

• At Leadtech, we prioritize your growth. Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities.

Work-Life balance

• Benefit from a 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. Enjoy free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August so you can savor summer!

Comprehensive benefits

• 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!

Unique Perks

• If you wish to come, in our office in Barcelona you’ll find it coplete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views.
• Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary.

Join us in an environment where you’re free to innovate, learn, and grow alongside passionate professionals. At Leadtech, you’ll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences

Equal Employment Opportunity Employer:

Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project!

Location

You'll have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.

If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona’s Blue Building, located right on the city's seafront. Besides our stunning views, you’ll enjoy our office perks such as free fruit, snacks, and coffee and you’ll also be able to take part in our Mario Kart and table tennis competitions.

The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida Litoral, 12-14, 5ta planta. Barcelona. 08005) or to the email address protecciondedatos@LeadTech.com, attaching to your request a document that can validate your identity.

Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, gender identity, gender expressión and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project!