Lead Technology Business Systems Consultant focusing on strategic initiatives in consumer lending operations for Wells Fargo. Drives solutions in contact center voice technology with cross - functional teams.
About the role
- Business Process Manager optimizing customer journey delivery processes at Allegro. Focused on improving efficiency and customer satisfaction through innovative solutions and project management.
Responsibilities
- Optimize existing and new processes on dedicated part of customer journey: delivery on Allegro platform
- Decrease customers effort with contact avoidance approach (Contact Rate)
- Increase efficiency in problem solving and providing self service and automated solutions
- Build the service processes ensuring the Customer problem resolution during one interaction (First Contact Resolution)
- Increase Customers satisfaction after contact with CX
- Monitor potential bottlenecks and react with the appropriate procedures and improvement plan
- Lead project across Transportation, Tech DEX and CX:
- Deliver project plan according to agreed resources and achieve assumed KPIs
- Coordinate implementation of new solutions built in the project into CX operations: knowledge base content, tools supporting positive and negative scenarios, trainings, testing, KPI reporting
- Manage the logistic claims process
Requirements
- Practical experience in project management (in the area of customer experience/ carrier/ marketplace) - minimum 2 years
- Knowledge of logistics processes at the marketplace
- Knowledge of logistics processes at carrier
- Proven process mapping skills
- Experience in cooperation in an international environment
- Knowledge of Project Management tools: Jira, ClickUp, Excel
- Desire and commitment to making changes and willingness to challenge the status quo
- Communication and interpersonal skills, including the ability to present arguments in favor improving customer experience and to quickly build relationships with key stakeholders
- Ability to work independently and organize work of project group
- Ability to communicate freely in English (at least B2/C1 level)
Benefits
- Elastyczne godziny pracy w modelu hybrydowym (4/1) - nasze godziny pracy mogą zaczynać się między 7:00 a 10:00. Mamy też do wykorzystania 30 dni okazjonalnej pracy zdalnej.
- Długoterminowy, uznaniowy plan motywacyjny oparty na akcjach Allegro.eu (restricted stock units).
- Roczna premia uzależniona od Twojej oceny rocznej i wyników firmy.
- Świetnie zlokalizowane biura (m.in. z dobrze wyposażonymi kuchniami, parkingami dla rowerów) i znakomite narzędzia pracy (np. podnoszone biurka, ergonomiczne krzesła, interaktywne sale konferencyjne).
- Szeroki pakiet świadczeń pozapłacowych w systemie kafeteryjnym - Ty decydujesz z czego korzystasz (do wyboru mamy np. pakiety medyczne, sportowe, lunchowe, ubezpieczenia, bony na zakupy).
- Zajęcia angielskiego opłacane przez nas i skoncentrowane na specyfice Twojej pracy.
- Budżet szkoleniowy, turystykę międzyzespołową i wewnętrzną platformę edukacyjną ze szkoleniami na różne tematy.
- Dzień wolny na wolontariat, z którego możesz skorzystać w pojedynkę, z zespołem albo z większą grupą osób połączoną wspólnym celem.
- Firmowe akcje specjalne - Kręć Kilometry, Family Day, Tłusty Czwartek i wiele innych okazji, które obchodzimy.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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