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1P CX Continuous Improvement Specialist/Senior

Job Description

Main purpose of the position:

  • Elimination of frictions in 1P customer processes across all countries
  • Providing regular and detailed analyses of contact reasons with described main drivers/triggers with their allocation to target department/part of process
  • Direct responsibility to design such process improvements, that will lead to decrease of contact ratio and support efficiency improvement.
  • The main ownership of contact avoidance agenda, regular measures status update and reporting of achieved results, trends and continuous forecasting.
  • Sharing the voice of customers across all departments.

What does this role involve?

  • You will undertake contact rate reduction Initiatives across departments and countries
  • You will be Process mapping and seeking opportunities for further optimization
  • You will change management based on approved project plans
  • You will be collaboration on projects related to process automation and communication

What we offer:

  • 29 days off (20 vacation days, 5 Relax Days, 3 sick days, Volunteer Day) plus time off to care for a family member
  • Benefit Plus meal vouchers, which you can use at lots of cool companies, or you can choose a meal voucher as a lump sum
  • We care about the health of our employees, we offer a MultiSport card at a discounted price, a Cafeteria program, and we also organize Health Days
  • Monthly pension contribution
  • Dog-friendly office
  • Have you just had a baby or want to take your child to first grade? We will support you in everything!
  • We value our employees, so you will be entitled to a reward for your years of service

This is the right job for you, if:

  • You are well familiar with MS Excel / Google Sheets - advanced level
  • You feel confident in Tableau as an experienced user
  • You are able to manage change
  • You are familiar with Lean principles
  • You know Czech or Slovak language - fluently
  • You know English (B2)
  • You have strong negotiation skills and are assertive
  • You have out-of-the-box thinking and critical thinking skills
  • You are able to self-direct your actions
  • You present analysis results in a structured manner.
  • You are flexible and excellent at time management

As you are applying to an international team the entire recruitment process will be conducted in English. Please remember to submit your CV/ Resume in English

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